Deliver first-class SaaS support for senior living communities worldwide.
About ECP
ECP is a market-leading SaaS solution used in over 6,500 senior living communities across the globe. Our platform helps staff deliver better care for residents through intuitive tools, compliance-ready workflows, and seamless integrations. We’re growing fast — expanding our customer base and adding new products to make a greater impact in senior care.
Schedule
- Remote position based in the U.S.
- Core hours: Monday–Friday, 10:30 a.m.–7:00 p.m. CT (8:30 a.m.–5:00 p.m. PT, 9:30 a.m.–6:00 p.m. MT, 11:30 a.m.–8:00 p.m. ET)
- Participation in rotating on-call/after-hours support required
Responsibilities
- Serve as the first point of contact for customer questions, troubleshooting, and technical issues via phone, email, and ECP’s ticketing system
- Clarify support requests, diagnose problems, and provide effective solutions
- Expedite issue resolution, follow up to ensure customer satisfaction, and update records in HubSpot
- Document cases thoroughly in the ticketing system, following best practices
- Become a product expert and a go-to teammate, sharing knowledge and product improvement ideas
- Support new product launches, adoption of new technologies, and documentation updates
- Consistently meet performance metrics and KPIs
Requirements
- 1+ year of customer service experience (SaaS or healthcare software strongly preferred)
- Familiarity with eMARs, EHRs, or other healthcare-related technologies is a plus
- Excellent problem-solving skills and attention to detail
- Strong verbal and written communication skills
- Associate’s or Bachelor’s degree preferred
- Ability to work remotely in compliance with cybersecurity and workplace policies
Benefits
- Competitive compensation
- Remote-first work environment
- Professional growth opportunities in a fast-scaling SaaS company
- Contribute to innovations that directly improve resident care in senior living communities
Happy Hunting,
~Two Chicks…