Customer Support Specialist (USA, EST Hours) – At Swooped | $41–$48 per hour Full Time

1. Job Overview 

Swooped is hiring motivated Customer Support Specialists to deliver world-class assistance to users across its AI-powered healthcare documentation platform. This full-time remote role requires working Monday to Friday, 8:00 AM to 5:00 PM EST, supporting customers, resolving inquiries, and ensuring a smooth product experience. Ideal for candidates who excel in communication, problem-solving, and fast-paced environments.

2. Company Introduction

Swooped is a rapidly growing software solutions provider transforming healthcare through advanced AI-driven technology. The company helps clinicians stay focused on patient care by converting real-time medical conversations into structured, high-quality clinical documentation. With millions of conversations processed monthly, Swooped has become a leading innovator in trustworthy, auditable AI designed for safe and responsible healthcare use.

Its team includes medical doctors, AI engineers, scientists, creatives, and technology experts, all working together to make healthcare more efficient and transparent. Swooped values deep understanding, empathy, accuracy, and user trust—qualities that guide every interaction with healthcare providers nationwide. The company fosters a culture of collaboration, continuous learning, extreme ownership, and mission-driven work, empowering team members to grow while making a meaningful industry impact.

3. Job Details Table 

4. Salary, Benefits & Allowances 

This position offers competitive pay ranging from $41 to $48 per hour, depending on geographic zone and experience. Beyond hourly compensation, Swooped also provides equity options, allowing employees to share in the company’s long-term success.

Full-time team members enjoy generous benefits, including comprehensive healthcare plans (medical, dental, vision), paid holidays, PTO packages, 401(k) with company match, paid parental leave, mental health support, sabbatical leave after five years, and lifestyle allowances for fitness, coworking, or learning. The company also provides personal device stipends, pre-tax FSA benefits, and family-forming resources. Swooped ensures employees have everything needed for a healthy, productive work-life balance.

5. Job Responsibilities

• Respond to customer inquiries with accuracy, care, and professionalism

• Troubleshoot user issues across the platform and provide clear solutions

• Communicate with customers through CRM and ticketing systems

• Track cases and maintain detailed resolution notes for analysis

• Provide user feedback to product teams regarding trends or pain points

• Collaborate with operational teams to improve the customer journey

• Assist with technical troubleshooting and onboarding support

• Identify areas for process improvement within support operations

• Deliver exceptional support to enterprise and individual users

• Maintain strict adherence to privacy and security protocols

• Participate in team training and continuous learning initiatives

• Work efficiently in a high-speed, high-growth environment

6. Required Education & Skills 

• Minimum 2+ years experience in Customer Support or Tier 1 helpdesk

• Strong verbal and written communication skills

• Ability to explain technical steps clearly and simply

• Excellent organization and multitasking abilities

• Comfortable managing multiple customer requests simultaneously

• Strong problem-solving mindset and ability to dive deep into issues

• Proficiency using CRM or ticketing systems

• Familiarity with technology platforms and web-based tools

• Ability to work Monday–Friday, 8 AM–5 PM EST

• Experience in healthcare support (bonus but not required)

7. How to Apply (Step-by-Step)

1. Visit the job listing on Swooped’s hiring page or job platform.

2. Click Apply and submit your updated resume.

3. Provide accurate contact details for easy follow-up.

4. Complete any screening questions provided.

5. Wait for communication from Swooped’s recruiting team.

6. Attend virtual interviews and assessments if selected.

7. Follow final instructions for onboarding if hired.

8. Selection Process

The hiring process begins with an application review, followed by an initial screening to evaluate communication skills, support experience, and technical aptitude. Qualified candidates are invited to a virtual interview with hiring managers or support leads. Some applicants may receive scenario-based assessments to test their problem-solving approach and ability to communicate with customers clearly. Final-stage interviews focus on cultural fit, customer empathy, and adherence to privacy protocols. Successful candidates receive an offer along with full details of compensation, benefits, and onboarding procedures.

9. Expected Interview Questions

1. How do you handle stressful or high-volume customer situations?

2. Describe a time you resolved a difficult technical issue.

3. How do you maintain accuracy in documentation?

4. What tools or CRM systems have you worked with previously?

5. Describe your approach to troubleshooting unfamiliar problems.

6. How do you deliver customer support with empathy?

7. Why do you want to work with Swooped’s AI healthcare technology?

10. Tips to Get Selected

Show that you’re reliable, calm under pressure, and deeply customer-focused. Highlight any experience working with CRM tools, technical troubleshooting, or healthcare-related systems. Be ready to explain your problem-solving approach and how you stay organized while handling multiple tasks. During the interview, use clear and friendly communication — this role values empathy and accuracy. Demonstrating familiarity with AI tools, privacy protocols, and fast-paced environments will significantly boost your chances of being selected.

11. Frequently Asked Questions

Q1: Is this job fully remote?
Yes, but you must work EST hours.

Q2: How much does the role pay?
$41–$48 per hour, depending on geographic zone.

Q3: Do I need healthcare experience?
Not required, but it’s a plus.

Q4: Is this a contract or full-time role?
Full-time.

Q5: Does the company offer benefits?
Yes—healthcare, PTO, parental leave, 401(k), mental health support, and more.

Q6: Are applicants from outside the USA allowed?
Yes, the applicant requirement is worldwide.

12. Final Conclusion

Swooped’s Customer Support Specialist role is an excellent opportunity for motivated individuals passionate about delivering great user experiences. Offering strong pay, full-time remote flexibility, and exceptional benefits, it is ideal for candidates who enjoy technical troubleshooting, customer interaction, and contributing to meaningful change in healthcare.

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