Support Advisor

𝗪𝗲’𝗿𝗲 𝗵𝗶𝗿𝗶𝗻𝗴: 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗔𝗱𝘃𝗶𝘀𝗼𝗿 𝗥𝗖𝗠/𝗕𝗶𝗹𝗹𝗶𝗻𝗴 𝗙𝗼𝗰𝘂𝘀
Sunwave Health + Lightning Step
Remote — United States

𝗔𝗯𝗼𝘂𝘁 𝗨𝘀
At Lightning Step + Sunwave Health, we help behavioral health and addiction treatment organizations operate more effectively and deliver better outcomes for patients, caregivers, and administrators.

Our platforms help clients manage patient workflows from admission to discharge, including clinical operations, billing, reporting, integrations, payment processing, insurance workflows, and other key operational needs.

𝗔𝗯𝗼𝘂𝘁 𝘁𝗵𝗲 𝗥𝗼𝗹𝗲
This role is remote and must be based in the United States.
Preferred working hours are 11:00 AM–8:00 PM Eastern Time, or as close to that schedule as possible. We have some flexibility within a standard 40-hour work week, but this role is intended to provide later-day
Support coverage, so regular availability through the late afternoon and early evening Eastern Time window is important.

The mission of this role is to resolve common customer issues accurately and consistently, while building product and workflow knowledge through repetition, coaching, and strong process adherence.
This role will initially focus heavily on RCM/billing support, so the ideal candidate should enjoy logical thinking, reasoning through problems, working with numbers, and investigating how system configuration impacts outcomes.

𝗪𝗵𝗼 𝗬𝗼𝘂 𝗔𝗿𝗲
You have early-career or developing experience in SaaS support. You communicate clearly, follow process, and learn quickly. EMR/RCM experience is a plus but not required.

You’re naturally curious, detail-oriented, and comfortable working through puzzle-like issues where the goal is to understand why something happened, how a value was calculated, or what configuration may need to change to produce the expected result.

𝗪𝗵𝗮𝘁 𝗬𝗼𝘂’𝗹𝗹 𝗗𝗼
• Triage and define tickets by asking strong discovery questions to gather required details and reduce back-and-forth; resolve common issues using established playbooks, macros, and standard troubleshooting steps
• Document cases with clear, concise notes and close the loop with the customer on every interaction
• Communicate clearly and calmly with customers across email, phone, and chat
• Investigate RCM/billing-related questions using logical reasoning, available system information, configuration details, and documented workflows
• Escalate out-of-scope issues with complete context, including where it occurs, what’s happening, impact, steps tried, screenshots, and logs
• Follow security, privacy, and compliance practices, including HIPAA expectations when applicable
• Use AI tools responsibly to draft and summarize content with human review and accountability

𝗣𝗲𝗿𝗳𝗼𝗿𝗺𝗮𝗻𝗰𝗲 𝗘𝘅𝗽𝗲𝗰𝘁𝗮𝘁𝗶𝗼𝗻𝘀
This is a high-volume support role with a structured ramp-up period. Over time, the expectation is to handle a steady volume of customer tickets while maintaining quality, accuracy, documentation standards, and appropriate escalation practices.

RCM/billing-related tickets may require deeper investigation than general support requests, so performance expectations are balanced against complexity, quality, and customer impact.

𝗤𝘂𝗮𝗹𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀
• 0–2 years experience in customer support, help desk, SaaS support, billing support, revenue cycle support, or a customer-facing operations role
• Ability to follow defined processes and apply training, policies, and knowledge base guidance consistently
• Strong written communication and professional customer handling skills
• Comfortable learning and using support tools and basic troubleshooting workflows, including ticketing systems, admin consoles, browser dev tools basics, logs, exports, and reports
• Comfort working with structured data at a basic level, including spreadsheets, filters, and simple formulas
• Strong attention to detail and comfort reasoning through numbers, configuration, and cause-and-effect workflows
• Familiarity with Google Workspace
• Bonus: exposure to healthcare workflows, behavioral health, EMR/RCM, claims, billing, payments, or insurance-related concepts

𝗕𝗲𝗻𝗲𝗳𝗶𝘁𝘀 𝗮𝗻𝗱 𝗚𝗿𝗼𝘄𝘁𝗵
This role includes health insurance, 401(k), stipends, unlimited PTO, and the opportunity to grow within a scaling Support organization.

We’re looking for someone who wants to build real product knowledge, develop stronger SaaS support skills, and grow into deeper areas of expertise over time, especially within RCM, billing, and customer operations.

This role is part of Support and reports to the Support Lead.