Platform Specialist

Be the person practices reach when something matters. Own customer issues end-to-end, learn Dodo deeper than anyone, and make the experience of getting help feel fast, precise, and genuinely useful across thousands of locations. What you'll do You'll be the first line for our customers and the connective tissue between them and the team building the product. • Take end-to-end ownership of customer issues, from first message through diagnosis, resolution, and follow-up • Communicate clearly and confidently with practice owners, managers, and front desk staff, turning technical detail into guidance they can act on • Build deep expertise in how Dodo handles calls, texts, bookings, and integrations so you can resolve complex issues with sound judgment • Review calls and conversations to understand what actually happened, and know when an issue needs a Technical Platform Specialist or an engineer • Spot patterns across customer issues and partner with Care Engineering, Product, and Engineering to fix them at the source • Build and maintain help articles, FAQs, and internal playbooks that raise the baseline for the whole team • Help define what great support at Dodo looks like as we scale from thousands to tens of thousands of locations Who you are You like solving problems for people, and you're calm, precise, and curious when something breaks. • Experience in customer support, success, or operations at a software company, or inside a veterinary, dental, or medical practice • Excellent written and spoken communicator who can keep a stressed practice manager calm and informed • Comfortable reading data, following an issue across several systems, and learning how integrations work • Relentless about getting to the real cause rather than closing the ticket • Organized and fast, with high standards for the quality of every reply • High agency and comfortable building process where none exists yet • Excited to work in San Francisco with a small team and to stay very close to customers and the product