---
title: 'Customer Support Specialist at Decoda Health'
canonical: 'https://feeny.ai/job/customer-support-specialist-decoda-health-toronto-4hkpv76rc1cs'
type: 'job'
last_seen: '2026-09-07'
---

# Customer Support Specialist at Decoda Health

- **Company:** Decoda Health
- **Location:** Toronto, Canada
- **Compensation:** $60k–$80k
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-09-06
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.ashbyhq.com/decodahealth/12a01cd8-9e98-4c17-bddc-3af35c39486d

## Job description

## ABOUT DECODA HEALTH

Decoda is the all-in-one, AI-native operating system for modern elective-care clinics — med spas, wellness, longevity, and aesthetics practices. Most clinics run on 5–10 disconnected tools that don't talk to each other; we replace all of them with a single platform: scheduling, charting, billing, payments, memberships, inventory, and patient communication in one place, with AI built into every workflow.

We're a Y Combinator (S23) company. We're live in 200+ clinics, processing $150M+ in annual transactions, and we've grown more than ten-fold in the last six months. Our users are front-desk staff and providers, not engineers, so the standard is unwavering reliability: it just works.

## THE ROLE

When something isn't right in a clinic, the people running it need an answer now — not a ticket number. You'll be the person who gives them that answer.

This is the front line. You'll own incoming clinic requests end to end: understand what the clinic was actually trying to do, dig into the product and their data to find out what happened, fix it where you can, and escalate cleanly when you can't. Over time, you'll turn the patterns you see into help content, better defaults, and product feedback that stops the same ticket from arriving again.

## WHAT YOU'LL DO

- Own the support queue: respond to clinic requests across chat, email, and phone, and see each one through to a resolved answer.
- Investigate before you escalate: reproduce the issue in the product, check the clinic's settings and data, and hand engineering a clear, specific report when it's a real bug.
- Fix what you can yourself — misconfigured settings, permissions, templates, billing setup — without waiting on an engineer.
- Prioritize ruthlessly: know the difference between a clinic that can't check a patient out right now and something that could simply be better, and act accordingly.
- Close the loop with the customer every time, including when the answer is "not yet."
- Turn repeat questions into documentation and help content, and feed the patterns you see back into the product.
- Work closely with Onboarding and Engineering so problems get solved at the source, not just patched.

## WHAT WE'RE LOOKING FOR

- 2+ years in customer support, customer success, or clinic and practice operations — somewhere you were accountable for real users with real deadlines.
- Outstanding written communication. Clear, warm, and concise, with no jargon; you can explain a technical situation to someone who is mid-shift at a front desk.
- Genuine technical curiosity. You are comfortable digging through software settings, reading data, and working out how a system behaves, even without a coding background.
- Calm under pressure, and good at context switching across several urgent things at once without dropping any of them.
- Strong follow-through. You don't let threads go quiet, and you would rather over-communicate than leave someone guessing.

## NICE TO HAVE

- Experience at a med spa, aesthetics practice, dental office, or another elective-care clinic.
- Experience with an EHR or EMR, a practice management system, or a payments platform.
- Familiarity with a modern support stack (Pylon, Intercom, Zendesk) and comfort with basic SQL or reporting tools.
- Early-stage startup experience.

WHY DECODA HEALTH?

- Support is mission-critical here, not an afterthought. Clinics depend on it to stay open and operating, and the whole company treats it that way.
- Real authority to fix things. You will have access to the product and the people who build it, and a short path from "this is broken" to "this is fixed."
- Your read on what's breaking shapes the roadmap. We ship changes off support patterns constantly.
- A small, fast team where the work you do is visible, and an unusual amount of ownership this early.

## About Decoda Health

## Company Overview
- **One-liner**: Decoda Health provides an all-in-one, AI-native EMR and practice management platform purpose-built for med spas, wellness clinics, and elective care practices.
- **Entity Type**: Private (YC S23, post-seed; total funding $4.625M)
- **Headquarters**: San Francisco, California, United States (with an office in Toronto, Canada)
- **Founded**: 2023
- **Founders**: Kevin Cheng, Daniyal Afzal, and James Oswald (Co-Founder & CTO)

## Core Business
- Primary industry: Healthcare IT / Practice Management Software for elective care (medical aesthetics, dermatology, cosmetic surgery, wellness, longevity).
- Target customers: B2B – med spas, aesthetics clinics, and other elective-care providers (SMB to mid-market).
- Mission or purpose statement: To be the operating system for modern elective-care clinics — replacing 5-10 disconnected tools with one unified platform where AI handles the busywork so teams can focus on patients.

## Products & Services
- **Decoda Platform (Core EMR & Practice Management)**: A unified SaaS suite covering scheduling, intake & consent forms, charting & documentation, billing & payments, memberships, inventory, patient communication, and reporting & analytics. [decodahealth.com](https://decodahealth.com/)
- **AI Front Desk**: An AI agent that answers calls and books patients 24/7, with deep context from the practice’s schedule and patient records. [ycombinator.com](https://www.ycombinator.com/companies/decoda-health)
- **Ambient Scribe (AI Note-Taking)**: Generates clinical notes in real time during patient visits, reducing documentation burden. [ycombinator.com](https://www.ycombinator.com/companies/decoda-health)
- **Automated Patient Follow-Ups**: AI-driven messaging to keep appointment calendars full and improve patient engagement. [ycombinator.com](https://www.ycombinator.com/companies/decoda-health)
- **Custom AI Agents**: Tailored agents that carry clinic-specific context and perform tasks like answering questions, generating reports, or training staff. [decodahealth.com](https://decodahealth.com/)
- **Ask Decoda (AI Assistant)**: An always-available trainer/support agent that answers questions about the platform, revenue reports, how-to guides, etc. [decodahealth.com](https://decodahealth.com/)

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company).
- **Key Metric**: Total Funding of $4.625M as of November 2025. [linkedin.com](https://www.linkedin.com/company/decoda-health) Processes $100M+ in annual transactions across 150+ clinics. [ycombinator.com](https://www.ycombinator.com/companies/decoda-health)
- **Notable Investors/Partners**: Y Combinator (lead investor on seed rounds), with participation from other angel investors. [ycombinator.com](https://www.ycombinator.com/companies/decoda-health)
- **Growth Signals**: Live in 150+ clinics (growing ten-fold in the last 6 months as of YC profile); headcount grew 71.4% YoY to ~12 employees; processing $100M+ in annual transactions; claims to have saved $7M in admin time and generated $20M+ in new revenue for customers. [ycombinator.com](https://www.ycombinator.com/companies/decoda-health) [linkedin.com](https://www.linkedin.com/company/decoda-health)

## Competitive Advantages
- **AI-native from day one**: Intelligence woven into every workflow, not bolted on later — giving a small team outsized leverage against incumbents with 500-person orgs. [ycombinator.com](https://www.ycombinator.com/companies/decoda-health)
- **Purpose-built for elective care**: Focused on a fast-growing, underserved segment (med spas, aesthetics, longevity) rather than general-purpose EMRs. [ycombinator.com](https://www.ycombinator.com/companies/decoda-health)
- **No lock-in, full data portability**: Month-to-month contracts, cancel anytime, full export of data anytime with no retention team. [decodahealth.com](https://decodahealth.com/)
- **Dedicated human support**: Real people via Slack with average response time <5 minutes, no phone tree, no chatbots. [decodahealth.com](https://decodahealth.com/)
- **Unified platform**: Replaces 5-10 disconnected tools, reducing errors and administrative overhead. [ycombinator.com](https://www.ycombinator.com/companies/decoda-health)

## Strategic Focus
- Scale rapidly within the elective care vertical (med spas, dermatology, cosmetic surgery, wellness, longevity).
- Continue to deepen AI capabilities (front desk, scribing, follow-ups) and expand the platform’s module set.
- Maintain a lean, high-leverage engineering culture where AI gives a small team massive output.
- Grow the customer base from 150+ clinics toward a category-defining position in elective care. [ycombinator.com](https://www.ycombinator.com/companies/decoda-health) [decodahealth.com](https://decodahealth.com/)

## Why Work Here
- **Culture highlights**: Small, high-impact team (<15 people) where AI enables rapid feature shipping; focus on solving real problems for clinic staff; transparent, no-nonsense culture (no lock-in, no phone trees).
- **Remote/hybrid policy**: Hybrid/remote-friendly – headquarters in San Francisco, an office in Toronto, and open roles listed as “In-Office or Remote” or “Remote” across the US and Canada. [builtin.com](https://builtin.com/company/decoda-health-1)
- **Notable perks or engineering culture**: Engineers get to work on a full-stack AI platform from scratch (not an acquisition); dedicated Slack channel for support; generous data export policy; opportunity to shape a category-defining product in a fast-growing market. [decodahealth.com](https://decodahealth.com/) [ycombinator.com](https://www.ycombinator.com/companies/decoda-health)
- **Open roles** (as of search): Content Creator, Customer Success Manager, Account Executive, Business Development Representative, Software Engineers (multiple). [jobs.ashbyhq.com](https://jobs.ashbyhq.com/decodahealth) [builtin.com](https://builtin.com/company/decoda-health-1)

## Sources
1. [decodahealth.com](https://decodahealth.com/)
2. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/decodahealth)
3. [ycombinator.com](https://www.ycombinator.com/companies/decoda-health)
4. [linkedin.com](https://www.linkedin.com/company/decoda-health)
5. [builtin.com](https://builtin.com/company/decoda-health-1)

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