Customer Success Specialist Full Time NEW

Ocean Friends is at the forefront of innovation, developing a state-of-the-art platform that merges artificial intelligence and data analytics. Our mission is to revolutionize the field of pediatric therapies by providing a comprehensive and personalized approach. We are dedicated to harnessing technology to improve outcomes for children and support families in their journey. Join us to make a meaningful impact on the future of pediatric care.

About the Role

We’re looking for a Customer Success Associate to join Ocean Friends and support pediatric therapy practices in running their day-to-day operations smoothly using our platform.

This is a hands-on, systems-focused role where you’ll work across multiple areas—scheduling, clinical workflows, billing, payments, and EMR usage. You’ll help clinics navigate the platform, troubleshoot issues, and ensure their operations run without friction.

This is not a ticket-based support role. You’ll take ownership of problems end-to-end—understanding what’s happening, identifying root causes, and working toward practical solutions. You’ll collaborate closely with product and engineering teams, while also working directly with clinic staff.

You’ll occasionally communicate with U.S.-based clients over phone calls, so strong spoken communication and professionalism are important.

If you enjoy understanding how systems work, solving operational problems, and supporting customers in a meaningful way, this role is for you.

What You’ll Do

• Support clinics in using the EMR platform across scheduling, documentation, billing, and payments
• Troubleshoot issues across workflows (appointments, claims, notes, payments, etc.) and drive resolution
• Investigate problems deeply, identify root causes, and suggest effective solutions or workarounds
• Guide users through best practices for managing their day-to-day operations within the system
• Communicate with clients via chat, email, and occasional calls (including U.S. clients)
• Work across systems such as EMRs, clearinghouses, and internal tools
• Monitor operational workflows and proactively flag inefficiencies or recurring issues
• Collaborate with product and engineering teams to improve system reliability and user experience
• Assist with onboarding new clinics, including setup of scheduling, billing, and clinical workflows
• Contribute to internal documentation, SOPs, and training resources

What We’re Looking For

• Strong problem-solving skills and a curiosity to understand how systems and workflows function
• Ability to troubleshoot issues across multiple domains in the platform
• Highly organized and comfortable managing multiple tasks and priorities
• Clear communicator—able to explain processes to non-technical users
• Comfortable working with software platforms and learning new tools quickly
• Confident in handling client conversations, including phone calls
• Adaptable and comfortable in a fast-paced, evolving startup environment

Nice to Have

• Experience with EMRs or healthcare software
• Familiarity with healthcare operations (scheduling, documentation, billing, payments)
• Background in customer support, customer success, or operations roles
• Exposure to U.S. healthcare workflows

Why Ocean Friends

• Fast-growing, profitable startup with real traction
• Work across multiple parts of the product—not siloed into one function
• Direct impact on how clinics operate and deliver care
• Collaborative, thoughtful team environment
• Growth opportunities across operations, product, and leadership