---
title: 'Customer Support Specialist at Codes Health'
canonical: 'https://feeny.ai/job/customer-support-specialist-codes-health-united-states-n1mqy76ybzb7'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Support Specialist at Codes Health

- **Company:** Codes Health
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-08-19
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.ashbyhq.com/codes-health/2e23bdf6-ce74-4904-aa3d-9e5ca97aa7cc

## Job description

## CUSTOMER SUPPORT SPECIALIST

Team: Customer Experience | Location: Remote-Friendly / US | Type: Full-Time

## ABOUT CODES HEALTH

At Codes Health, we are building the modern platform for medical record retrieval. Legacy record retrieval is notoriously slow and unreliable; our system uses AI to deliver decision-ready records much faster and more accurately.

Started just over a year and a half ago, our volume is doubling MoM with a clear path to category leadership. We support practices ranging from Plaintiff Law to Specialty Healthcare. We are a well-funded, rapidly growing team focused on growing 100x from where are today.

Our mission is to automate record retrieval, which will only be achieved through innovative engineering and relentless execution.

## ABOUT THE ROLE

Law firms run on deadlines, and every comment, task, or email from a customer is a small trust test — respond fast and clearly, and we keep that trust; let it sit, and we risk the case and the relationship. As our Customer Support Specialist, you'll be the person making sure nothing from our key accounts slips through the cracks. You'll work inbound tickets, comments, and emails across email, and portal, keeping every interaction inside the SLAs we've set. You will also be This is an execution-focused role: you're both helping build the playbook from scratch, and pressure-testing every day to flag where it needs to flex and evolve.

## WHAT YOU'LL OWN

- Manage the daily queue of comments, tasks, and emails from key accounts across email, portal, and phone — first response within 2 business hours, resolution within 24–48 hours for standard tickets
- Triage and resolve the majority of inbound tickets without escalation: record status questions, document delivery, billing questions, general how-to inquiries
- Recognize and escalate technical issues (portal bugs, access issues, submission errors, document retrieval errors) to the right owner, and keep the customer updated while it's being worked
- Hit SLA targets consistently and flag early when a ticket, account, or theme is at risk of missing one
- Keep tickets and account notes clean and well-documented so account health, complaint themes, and volume patterns are easy to roll up
- Surface recurring issues or customer feedback themes to the Support Lead to feed into the monthly VoC review
- Follow (and help refine) escalation paths for technical issues, complaints, and collections questions

## WHAT WE'RE LOOKING FOR

- 3–5 years of B2B customer support experience, ideally in SaaS, with a track record of owning a complex or high-volume queue
- Comfortable owning a queue independently at senior scope — you don't need heavy oversight to hit response and resolution targets, and can be trusted with our highest-touch key accounts
- Clear, warm written communication — you can de-escalate a frustrated customer over email without losing empathy or speed
- Strong attention to detail; you don't let things slip between email, portal, and phone channels
- Comfortable with ambiguity and manual process — we're early-stage, so not everything is documented yet, and you're willing to help build it as you go
- Experience with ticketing systems (Pylon, or similar) a plus
- Legal services, healthcare, or document workflow background a plus

## SUCCESS METRICS

1. First Response Time: < 2 business hours for all inbound tickets during business hours
2. Resolution Time: Standard tickets resolved or workaround provided within 24–48 hours
3. SLA Adherence: Consistent adherence across comments, tasks, and emails for key accounts
4. Complaint Logging: 100% of complaints and feedback logged, no unresolved items outside process
5. Escalation Accuracy: Technical/engineering issues correctly flagged and tracked in Linear
6. CSAT / Satisfaction Signal: Positive feedback trend from customers on support interactions

## About Codes Health

## Company Overview
- **One-liner**: Codes Health provides an AI-powered medical record retrieval and analysis platform purpose-built for plaintiff law firms to accelerate case preparation and increase settlement values.
- **Entity Type**: Private (Pre-Seed; Y Combinator Summer 2024 batch)
- **Headquarters**: New York, NY, United States
- **Founded**: 2024
- **Founders**: Austin Mills (Co-founder) and Cody Durr (Co-founder & CTO)

## Core Business
- **Primary industry**: LegalTech / Health Tech – automated medical record retrieval for personal injury and plaintiff litigation.
- **Target customers**: B2B; plaintiff law firms (personal injury practices) and claims clearinghouses.
- **Mission or purpose statement**: “Fixing Medical Records. No delays, faster outcomes.” The platform aims to transform medical records from a case liability into a settlement advantage.

## Products & Services
- **Record Retrieval (Core Platform)**: AI-driven agentic system that retrieves complete medical records, billing records, imaging, and affidavits from providers in all 50 states. Claims a 1–2 week average turnaround, 2.5x faster than traditional methods, with 80% less manual review [getcodeshealth.com](https://www.getcodeshealth.com/).
- **Medical Chronologies & Case Summaries**: Automatically generates chronological summaries of client encounters and bills, flagging gaps, breaches in care, diagnoses, and future expenses [getcodeshealth.com](https://www.getcodeshealth.com/).
- **AI Insights (Human-Verified)**: AI extracts salient case facts (e.g., overlooked diagnoses, future medical costs) and surfaces them in settlement-ready summaries [getcodeshealth.com](https://www.getcodeshealth.com/).
- **Claims Integrations**: Direct connections to major claims clearinghouses and payors [getcodeshealth.com](https://www.getcodeshealth.com/).
- **Client Intake Validation**: Validates new requests, locates care sites, and determines fastest retrieval path via a proprietary provider network [getcodeshealth.com](https://www.getcodeshealth.com/).

## Market Standing
- **Valuation / Market Cap**: Not disclosed (private startup).
- **Key Metric**: Total funding of **$500,000** (Pre-Seed round led by Y Combinator, closed September 25, 2024) [linkedin.com](https://www.linkedin.com/company/codes-health).
- **Notable Investors**: Y Combinator (lead investor in Pre-Seed round) [ycombinator.com](https://www.ycombinator.com/companies/codes-health).
- **Growth Signals**:
  - Headcount grew **+725% year-over-year** to 26 employees (monthly growth +6.5%) [linkedin.com](https://www.linkedin.com/company/codes-health).
  - 10 active job postings across engineering, operations, customer success, and sales [linkedin.com](https://www.linkedin.com/company/codes-health) [jobs.ashbyhq.com](https://jobs.ashbyhq.com/codes-health).
  - Claims **50% more case capacity** and **1.7x larger case settlements** for clients [getcodeshealth.com](https://www.getcodeshealth.com/).

## Competitive Advantages
- **Speed & Automation**: Agentic AI combined with proprietary provider network achieves 1–2 week turnaround vs. industry average of 3–6 weeks.
- **Nationwide Coverage**: Retrieves from every provider in all 50 states from day one [getcodeshealth.com](https://www.getcodeshealth.com/).
- **Security & Compliance**: HIPAA-compliant, AES-256 encryption, TLS 1.2+, SSO, role-based access, full audit trail, BAA executed. Data never used to train models [getcodeshealth.com](https://www.getcodeshealth.com/).
- **AI Accuracy with Human Oversight**: All AI outputs verified by humans; missing-record detection and error-checking built in.
- **Vertical Focus**: Built exclusively for plaintiff law firms, offering integrations with claims clearinghouses and case management workflows.

## Strategic Focus
- **Scaling Operations & Customer Success**: Rapidly hiring across key accounts, enterprise CS, and operations to support growing client base [linkedin.com](https://www.linkedin.com/company/codes-health) [builtin.com](https://builtin.com/company/codes-health-1).
- **Expanding AI Capabilities**: Continuing to refine AI-driven insights, chronologies, and predictive analytics for settlement outcomes.
- **Geographic Expansion**: Already covering 50 states, but likely deepening integrations with regional provider networks and claims systems.
- **Growing the Team**: 10+ open roles as of mid-2026, with strong emphasis on customer success, engineering, and growth [jobs.ashbyhq.com](https://jobs.ashbyhq.com/codes-health).

## Why Work Here
- **High-Growth Startup**: Headcount grew 725% YoY; early joiners can shape the company’s culture and processes.
- **Mission-Driven**: Work on fixing a broken, paper-heavy process that delays patient care and legal outcomes.
- **Remote/Hybrid/Office**: Some roles are listed as “Remote” (e.g., Legal Records Retrieval Specialist, Customer Success Manager) while others are “In-Office” at the New York, NY headquarters. Roles typically specify location [builtin.com](https://builtin.com/company/codes-health-1).
- **Notable Perks & Culture**: Described as a “modern, AI-powered platform” with a flat, founder-led team. Team spans US, Philippines, and Puerto Rico [linkedin.com](https://www.linkedin.com/company/codes-health). Engineering culture emphasizes cutting-edge AI, security, and direct impact on case outcomes.
- **Compensation**: Salary ranges visible on job posts (e.g., Strategy & Ops role: $130K–$300K) [ycombinator.com](https://www.ycombinator.com/companies/codes-health).

## Sources
1. [getcodeshealth.com](https://www.getcodeshealth.com/)
2. [ycombinator.com](https://www.ycombinator.com/companies/codes-health)
3. [linkedin.com](https://www.linkedin.com/company/codes-health)
4. [builtin.com](https://builtin.com/company/codes-health-1)

## Other roles at Codes Health

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- [Enterprise Account Executive](https://feeny.ai/job/enterprise-account-executive-codes-health-new-york-gy1g2j4fh5j4) — New York, NY
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