Product Support Specialist at Freed

ABOUT FREED: Doctors are overworked, burnt out, and are quitting in masses. At Freed, we combine clinician love with the latest AI tech and intense execution to create products that make clinicians happier. Our first product is an AI scribe that automates medical documentation. Since May of 2023, we have: - Acquired 26,000 paying and loving clinicians - Generated 70,000 patient notes daily and over 3 million monthly - Made thousands of clinicians happier [Upgrade to PRO to see link] With the backing of Sequoia Capital and other world-class VC’s, we are rapidly expanding our product offering. Patient-facing assistants, patient insights, EHR integrations, and other products are being built and used by thousands of clinicians every day. We are looking for entrepreneurs. Fast, ambitious, and smart individuals who want to take care of the people who care for our health. Expect intense, clinician-focused, and interesting co-workers who want to win. With an office in San Francisco, we embrace a hybrid schedule that brings out the best in teamwork and innovation. Our teams come together in person three days a week to collaborate, connect, and have a little fun along the way. ABOUT THE ROLE: We're looking for an empathetic, product-savvy Product Support Specialist to help clinicians not just use Freed — but succeed with it. This role blends frontline support with strategic impact: you'll manage day-to-day clinician interactions while owning independent, high-impact projects that shape how Freed serves its users. As part of the Product team, you'll collaborate closely with Product Managers, Engineers, and Designers — representing the voice of the clinician and ensuring their feedback directly informs our product roadmap. You'll use tools like Intercom and Freed's internal AI Agent to deliver fast, thoughtful support across chat, email, and video. How You’ll Have Impact: - Support clinicians across chat, email, and live video — helping them understand and succeed with Freed's AI tools. - Identify and own projects that improve clinician experience and product education at scale. - Represent the voice of the customer within the product org, surfacing insights that directly influence roadmap and design decisions. - Leverage Freed's AI Agent and Intercom to deliver fast, thoughtful, high-quality support. - Create and refine help content, FAQs, and in-product education resources that scale your impact beyond 1:1 interactions. What You’ll Bring: - Experience in customer support, customer success, or technical support at a high-growth SaaS or AI startup - Excellent written and verbal communication skills - Strong product intuition and the confidence to propose and drive improvements independently - Experience with Intercom or similar CRM/support tools - Comfort working with AI-powered tools and workflows - Ability to multitask and thrive in a fast-paced, flat organization — including speaking directly with senior leadership Nice to Haves: - Experience supporting clinicians or healthcare professionals - Familiarity with healthcare software or EHR systems - Previous experience working with a product org What We’ll Bring: - Competitive salary and equity in a high-growth company - Opportunity to make an immediate impact - Medical, dental, and vision coverage - Unlimited paid time off - Company-sponsored annual retreats - 401(k) plan to support your long-term financial goals - Commuter stipend for our San Francisco based employees