Support Specialist - USA

Join a mission-driven team at the forefront of patient recruitment technology!

Are you passionate about helping users succeed with innovative technology? Do you thrive in a fast-paced, collaborative environment where your problem-solving and communication skills directly impact the user experience? At Trialbee, we’re on a mission to simplify the patient journey in clinical trials—and we need a Support Specialist to help us deliver exceptional service to our global users.

If you thrive on helping users succeed, enjoy cross-functional teamwork, and want to represent the user perspective within a fast-moving tech team, we want to hear from you.

Join us as we revolutionize patient recruitment ecosystem with technology, people and passion!

About Trialbee

We are a patient recruitment company enabling global clinical study teams to improve outcomes and simplify the patient journey. Our Precision Recruitment services, flagship Honey Platform, and Omnichannel Network of partners, enable biopharmaceutical and medical device companies in finding, matching, and enrolling patients in clinical trials across Europe and the U.S.

We are a remote-first, international organization with a culture that values kindness, being humble, curious and having fun together. Our teams are united by a shared purpose: improve clinical research access for all

The Role

As a Support Specialist you'll be the first line of contact for users navigating our software solution - The Honey Platform. You’ll resolve technical issues, guide users through best practices, and escalate bugs or feedback to help drive continuous product improvement.

This role is ideal for a service-minded, communicative problem solver who thrives at the intersection between customer support, technical innovation, and cross-functional collaboration.

This position is fully remote, with a preference for Eastern U.S.-based candidates to facilitate cross-functional teamwork.

This is how you will contribute:

• Serve as the primary point of contact for customers seeking support through email, chat, or ticketing systems.
• Diagnose and troubleshoot technical issues related to our software products.
• Guide customers through product features, configuration, and best practices to ensure successful adoption and usage.
• Document and escalate complex issues to product and engineering teams with detailed replication steps and context.
• Maintain accurate and up-to-date records of all interactions in the support system.
• Identify recurring issues and contribute to internal knowledge bases, FAQs, and product documentation.
• Collaborate with the product team to provide insights on common customer challenges, helping to inform product roadmap decisions.
• Participate in quality assurance testing for new releases and features.
• Continuously look for ways to improve processes and enhance the overall customer experience.

Who are we looking for?

• 3+ years of experience in a support or customer-facing technical role (preferably in SaaS).
• Strong troubleshooting skills and a technical mindset.
• Excellent communication skills in English (written and verbal).
• Experience with tools like Zendesk, Intercom, Freshdesk, or similar.
• Experience supporting enterprise or mission-critical software environments.
Ability to create and maintain knowledge base articles or training materials.

Why join Trialbee?

We’re a smaller, agile organization where every voice matters and culture is at the heart of everything we do. You won’t be a small cog in a big machine—you’ll have the autonomy to make an impact, the support of a passionate team, and the chance to truly shape the way we deliver value to our customers and the patients they serve.If you’re excited by the idea of leading with purpose, driving results, and fostering an environment where both people and projects thrive, we want to hear from you.

Apply now and help us redefine what success looks like for patients, customers, and clinical research.

Diversity, Equity, and Inclusion

Trialbee is an equal opportunity employer. We welcome candidates from all backgrounds and do not discriminate based on ethnicity, religion, gender identity, sexual orientation, nationality, veteran status, or disability.