What is Apricot?

In healthcare, some of the most powerful tools are the ones that quietly change lives. For decades, home health nurses have been buried in paperwork—spending more than half their time completing forms, instead of caring for patients. This burden drives burnout, shrinks margins, and makes it harder for agencies to thrive under the increasing pressures of Medicare Advantage.

At Apricot, we believe software can—and should—do better. Built by home health experts and seasoned product architects, Apricot is designed to streamline home health documentation with speed, and accuracy, freeing nurses to focus on patients while helping agencies expand their capacity. User experience drives everything we do, and this role plays a key part in ensuring our product decisions are grounded in real user insights.

Role Description

The Customer Support Specialist (CSS) is the frontline of Apricot’s customer experience. You’re often the first human our customers interact with when something goes wrong — and how you show up matters.

You’ll respond directly to customer questions and issues, help them get unstuck quickly, and make sure they feel heard along the way. But this role goes beyond ticket resolution. You’ll look for patterns, surface insights, and help improve how support works overall — especially as we grow and things change.

What You’ll Do

• Serve as the primary responder for customer support tickets via Zendesk (email and phone)

• Provide timely, clear, and empathetic responses to customer questions and issues

• Triage incoming issues, gathering relevant context and escalating to the appropriate team when needed

• Distinguish between configuration issues, product issues, training gaps, and user error

• Track issue status and ensure customers receive updates when issues are escalated

• Recommend updates to FAQs or knowledge base articles when patterns emerge

• Draft or suggest lightweight documentation to reduce repetitive questions

• Create and maintain support macros aligned with approved guidance

What Makes You a Great Fit

• Customer-first mindset: You genuinely care about helping people and can balance empathy with clarity.

• Support-savvy: You’ve spent 2+ years in a customer-facing support role and know how to move quickly without a script.

• Strong judgment: You can assess an issue, gather context, and decide when to resolve, escalate, or investigate further.

• Comfort with ambiguity: You’re okay figuring things out as you go and don’t need a script for every scenario.

• Pattern spotter: You notice when the same questions or issues keep showing up — and you want to fix the root cause.

• Clear communicator: You can explain things simply and calmly, even when customers are frustrated.

• Feedback-friendly: You’re open to coaching, iterate on your work, and don’t take feedback personally.

• Team-oriented: You collaborate easily across teams and don’t think in terms of “that’s not my job.”

• Startup energy: You’re comfortable moving quickly, learning on the fly, and improving systems as you go.

What Success Looks Like

30-Day Goals

• Begin responding to support tickets, with support from the team

• Build deep proficiency in Zendesk (or alternative) and Apricot’s support workflows

• Help maintain 90%+ customer satisfaction on support tickets

• Begin documenting opportunities to improve the ticketing process

90-Day Goals

• Draft a lightweight playbook for handling the most common ticket types

• Suggest knowledge base updates to reduce repetitive support questions

• Build macros for repetitive support questions that are fed by knowledge base articles

We believe in potential over perfection. If you’re excited about our mission and can see yourself growing into this role—even if you don’t check every box—we encourage you to apply.

Why Join Apricot

At Apricot, we’re on a mission to help nurses spend more time on patients and less on paperwork. We build with users, not just for them. You’ll work closely with clinicians, see your findings translate into shipped improvements, and help set the standard for how healthcare software should feel.

We’re a team that values curiosity, candor, and momentum. We debate ideas, test quickly, and iterate together. Every voice matters here—including yours. If you want your research to move the needle for real people, this is your arena.

We hire for capability—not tenure. If you can demonstrate the outcomes above, you meet the requirement regardless of years in role.