Customer Support Specialist 1 - Gaidge - GCM

About PracticeTek

At PracticeTek, we don't do ordinary—we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That's the vibe here: high-energy, high-impact, and 100% human.

We're on a mission to revolutionize healthcare practices effortlessly and live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need—from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems—for 40,000+ clinics worldwide. Over the years, we've brought together best-in-class platforms serving Chiropractic, Wellbeing, Vision, and Dental providers and their patients, united by one mission: to revolutionize retail healthcare practices effortlessly.

Here, you'll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you're building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.

We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren't just words; they're how we live, work, and make an impact together.

We're excited to consider remote candidates for this role! If you're based in Las Vegas, NV; Green Bay, WI; or San Diego, CA, you'll enjoy a dynamic hybrid setup, spending three days each week collaborating in the office and the rest working from wherever you're most productive.

About Gaidge

At Gaidge, our mission is to simplify the business of orthodontics. We provide actionable performance metrics, new patient task management tools, and business insights that help orthodontic practices operate more efficiently, increase profitability, and improve patient experiences. From digital health history forms and fee presentation tools to industry benchmarks and comprehensive data dashboards, our platforms empower orthodontic teams to make data-driven decisions and deliver exceptional patient experiences.

Responsibilities

• Deliver excellent customer support across phone, email, and web-based channels with professionalism, empathy, and responsiveness.
• Research, troubleshoot, and resolve software and workflow issues accurately and efficiently, including multi-step problems that require creative thinking.
• Document support cases, findings, and resolutions thoroughly in the ticketing system to ensure clear follow-through and knowledge retention.
• Provide workflow guidance, product best practices, and practical recommendations that help clients improve adoption and achieve their practice goals.
• Partner with internal teams to surface customer trends, recurring issues, and product feedback that support ongoing improvement.

How Success is Measured

• Response and resolution performance: Support requests are addressed and resolved within established service expectations.
• Customer satisfaction: CSAT scores consistently meet or exceed target benchmarks.
• First-contact resolution: Issues are resolved without escalation whenever possible.
• Case documentation quality: Support cases are documented accurately, completely, and in a timely manner.
• User adoption and client feedback: Customers receive helpful guidance that improves confidence, engagement, and overall experience with the software.

Requirements

• Minimum of 2 years of experience working in an orthodontic practice in a financial coordinator, treatment coordinator, practice manager, and/or operations role, or equivalent experience providing technical or software support within the orthodontic industry.
• At least 1 year of experience using one or more integration partner systems such as Tops, Cloud9, Dolphin, OrthoTrac, or Edge Cloud.
• Strong ability to troubleshoot, research, and resolve complex software issues in a timely manner.
• Excellent verbal and written communication skills, with the ability to support both clients and internal teams.
• Ability to manage multiple priorities, stay organized, document thoroughly, and contribute proactively in a fast-paced environment.

Benefits

• Comprehensive health, dental, and vision coverage options
• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
• Flexible paid time off, sick time, and 10 company-paid holidays
• 401(k) plan with company match to help you build your future
• Culture Committee driving initiatives that spark connection, fun, and belonging

Pay

For this position, we reasonably expect to pay between $50K–60K, based on market data, internal equity, and each candidate's skills and experience. This role may also be eligible for additional compensation such as bonuses or equity, as applicable.