About Bask Health Bask Health is a software platform that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses. Our platform brings together patient experiences, clinical workflows, pharmacy operations, and commerce tools in one place. We're an entrepreneurial, product-focused team that values ownership, technical excellence, and building software that solves real problems. Our teams work closely across product, engineering, customer success, sales, and company leadership to bring new capabilities to market and continuously improve the platform. At Bask, we value people who take initiative, enjoy helping entrepreneurs, and are willing to learn how our software works. Our customers include people building and operating their own businesses, and we believe clear communication, reliable support, and strong follow-through make a real difference in their experience. About the Role We're looking for a Merchant Support Associate, Entry Level to help entrepreneurs and businesses using Bask Health with routine software questions, platform navigation, and everyday support needs. This is an entry-level, customer-facing position designed for someone who wants to develop experience in SaaS customer support, e-commerce technology, and merchant operations. You'll help customers understand how to use supported platform features, troubleshoot common issues, and find the right resources when they need assistance. You'll work closely with Customer Success Managers, technical support specialists, and other internal teams to ensure merchant questions are handled accurately. Bask Health provides software that enables entrepreneurs, doctors, and healthcare businesses to launch, manage, and grow direct-to-consumer telehealth businesses. Our platform connects merchant storefronts, patient questionnaires, checkout experiences, clinical workflows, pharmacy-related processes, and other business capabilities. You'll learn how merchants use the platform to operate their businesses. You'll develop an understanding of the merchant-facing software workflows relevant to your responsibilities. You'll respond to routine merchant support requests through approved communication channels. You'll help customers navigate their accounts and locate supported platform features. You'll provide approved guidance on basic storefront, questionnaire, and checkout-related questions. You'll help merchants understand where to find relevant settings, instructions, and support resources. You'll follow established troubleshooting procedures when customers encounter common software problems. You'll ask clarifying questions to understand what a merchant is trying to accomplish. You'll gather relevant information when a customer reports an issue. You'll document the problem clearly and accurately. You'll help distinguish between routine navigation questions and issues requiring specialized technical assistance. You'll escalate complex problems to technical support or customer success engineering teams. You'll provide relevant information so the receiving team can investigate efficiently. You'll communicate approved updates to merchants when a support request remains unresolved. You'll follow up on assigned support tickets according to established procedures. You'll help ensure customers understand the next steps for resolving their questions. You'll avoid making unsupported promises about software functionality, fixes, or timelines. You'll maintain accurate records of merchant interactions and support requests. You'll use approved ticketing, CRM, or customer support systems. You'll organize assigned tickets and follow-up tasks. You'll track open requests and help prevent issues from being overlooked. You'll learn how to categorize and prioritize customer support requests. You'll follow established procedures for escalating urgent or sensitive concerns. You'll communicate professionally with entrepreneurs and business owners. You'll remain patient when assisting customers who are unfamiliar with the software. You'll explain platform steps clearly without unnecessary technical language. You'll recognize that customers may have different levels of experience with e-commerce and software tools. You'll adapt your communication style to help each merchant understand the information being provided. You'll help customers locate onboarding resources, tutorials, and support documentation. You'll assist with routine onboarding questions when appropriate. You'll coordinate with Customer Success Managers when a request relates to a customer's broader account relationship. You'll help identify customers who may need additional onboarding or product education. You'll document recurring merchant questions and share them with the support team. You'll contribute to internal troubleshooting guides and frequently asked questions. You'll help identify unclear instructions that may be causing repeated support requests. You'll provide feedback about common customer difficulties. You'll participate in training on new platform features and support procedures. You'll learn how different parts of Bask Health's software interact. You'll become familiar with common merchant workflows and configuration questions. You'll develop practical knowledge of online storefronts, checkout processes, and e-commerce operations. You'll learn how entrepreneurs use software to manage their businesses. You'll work with more experienced team members to understand complex support situations. You'll ask questions when a customer request falls outside your knowledge or authority. You'll apply feedback to improve your communication and troubleshooting skills. You'll gradually become more confident handling routine support requests independently. You'll help maintain consistent support quality by following established procedures. You'll work with Customer Success Managers to understand how support issues can affect customer satisfaction and retention. You'll coordinate with technical teams when a software issue requires deeper investigation. You'll learn how support tickets are documented and escalated to engineering. You'll help identify when a reported issue may affect multiple merchants. You'll report suspected widespread platform problems through approved channels. You'll avoid independently making technical changes outside your authorized responsibilities. You'll follow approved privacy, security, and information-handling procedures. You'll access only the customer information necessary and authorized for assigned tasks. You'll use designated systems when communicating or documenting customer information. You'll recognize and report suspected privacy or security concerns. You'll recognize when a customer question involves clinical, pharmacy, or compliance matters. You'll direct those questions to the appropriate licensed or authorized teams. You'll never provide medical advice, make clinical decisions, or promise prescription-related outcomes. You'll maintain a professional and helpful approach when customers are frustrated. You'll focus on understanding the issue rather than making assumptions. You'll take responsibility for assigned support requests and follow through on commitments. You'll manage multiple routine questions while maintaining accuracy and attention to detail. You'll communicate proactively when you need help or additional information. You'll stay organized when balancing support tickets, follow-up tasks, and training responsibilities. You'll be comfortable working with a remote team and communicating through online collaboration tools. You'll contribute to a team environment that values initiative, accountability, and continuous learning. You'll help identify small improvements that make support processes more efficient. You'll support the creation of clearer customer instructions and internal documentation. You'll develop practical skills in SaaS support, merchant communication, and basic technical troubleshooting. You'll learn how Customer Success and Support teams work together to help merchants succeed. You'll build experience working directly with entrepreneurs and growing businesses. You'll understand how reliable customer support contributes to a positive merchant experience. You'll be encouraged to take ownership of your work while asking for guidance when needed. We're looking for someone who is organized, dependable, comfortable using software, and genuinely interested in helping customers. You don't need years of professional support experience, but you should communicate clearly, learn quickly, and be willing to work through problems. Experience in retail, customer service, e-commerce, online business operations, or a relevant internship would be helpful. Personal experience running an online store or working on an entrepreneurial project would also be valuable. Success in this role means resolving routine merchant questions accurately, maintaining organized support records, escalating complex issues appropriately, and steadily developing stronger customer support skills. What You'll Do
- Respond to routine merchant support requests through approved channels.
- Help merchants navigate Bask Health's platform.
- Assist with basic account and software navigation questions.
- Provide approved guidance on supported storefront workflows.
- Help customers understand basic questionnaire and checkout-related functionality.
- Direct merchants to relevant documentation and support resources.
- Troubleshoot common platform issues using established procedures.
- Gather relevant information about reported software problems.
- Document support requests and troubleshooting steps accurately.
- Create, update, and manage assigned support tickets.
- Categorize and prioritize requests according to approved guidelines.
- Escalate complex technical problems to the appropriate teams.
- Coordinate with Customer Success Managers on account-related questions.
- Communicate approved updates on unresolved support requests.
- Follow up on assigned tickets and outstanding customer questions.
- Maintain accurate customer records and support notes.
- Help identify recurring merchant questions and common software issues.
- Contribute to internal FAQs and troubleshooting resources.
- Assist with routine merchant onboarding questions.
- Help customers understand supported platform features.
- Share recurring customer feedback with the support team.
- Participate in training on new platform capabilities.
- Learn basic e-commerce and merchant platform workflows.
- Collaborate with Customer Success, Technical Support, and Engineering.
- Follow established support escalation procedures.
- Report suspected widespread technical issues through approved channels.
- Follow privacy, security, and information-handling requirements.
- Escalate clinical, pharmacy, and compliance matters to authorized teams.
- Communicate professionally with entrepreneurs and business owners.
- Manage assigned support requests with strong organization and follow-through.
- Identify opportunities to improve routine support processes.
- Take ownership of assigned tasks and continue developing customer support skills.
Requirements
- Entry-level to 1 year of relevant experience in customer support, customer service, retail, e-commerce, or a related customer-facing environment.
- Strong interest in helping customers and solving problems.
- Clear written and verbal communication skills.
- Ability to explain information simply and professionally.
- Comfortable learning and navigating web-based software.
- Basic understanding of customer service principles.
- Ability to follow established troubleshooting and support procedures.
- Strong organizational skills and attention to detail.
- Ability to document customer questions and follow-up tasks accurately.
- Willingness to learn customer support ticketing systems and internal tools.
- Ability to ask clarifying questions when information is incomplete.
- Strong problem-solving skills and willingness to investigate issues.
- Ability to recognize when a request requires escalation.
- Professional and respectful communication skills.
- Ability to remain calm when assisting frustrated customers.
- Comfortable working with email, spreadsheets, and online collaboration tools.
- Ability to manage multiple assigned tasks and support requests.
- Willingness to learn about e-commerce and online merchant operations.
- Ability to work independently while collaborating with a remote team.
- Strong accountability for assigned responsibilities.
- Willingness to receive feedback and apply it to improve performance.
- Understanding of the importance of privacy and secure information handling.
- Ability to follow established support and communication procedures.
- Availability to collaborate during required U.S. Eastern Time working hours.
- Comfortable working in a growing software company with evolving processes.
- Strong initiative, reliability, and willingness to learn.
Nice to Have
- Experience in a customer support or customer service role.
- Experience supporting customers through email or live chat.
- Experience working for an e-commerce business.
- Personal experience operating a Shopify store, TikTok Shop, Amazon business, or another online store.
- Familiarity with Shopify, BigCommerce, WooCommerce, or similar platforms.
- Experience assisting customers with online orders or checkout questions.
- Familiarity with SaaS platforms or web-based applications.
- Experience using Zendesk, Intercom, Freshdesk, or similar support tools.
- Experience maintaining customer records or support tickets.
- Experience working in retail or hospitality.
- Internship experience in customer support, business operations, or e-commerce.
- Experience creating FAQs or customer support documentation.
- Familiarity with online storefronts, subscriptions, and payment workflows.
- Experience troubleshooting basic account access or software navigation issues.
- Experience collaborating with remote teams.
- Experience supporting entrepreneurs or small business owners.
- Interest in Customer Success or technical support career development.
- Experience working in a startup or small business environment.
- Interest in healthcare technology or telehealth software.
- Experience participating in entrepreneurial or online business projects.
