Bot Support Specialist - Global, Remote

About this role

About TJM Labs
TJM Labs is building the digital workforce for pharmacy.
Pharmacies are being asked to do more with fewer resources. Prescription volumes are growing, margins are tightening, and talented pharmacy teams spend too much of their day on repetitive operational work.
We're changing that.
TJM Labs builds AI-powered automation designed specifically for pharmacy. Our technology works within the systems pharmacies already use to automate repetitive workflows and create more capacity for pharmacists and pharmacy technicians to focus on the work that actually requires them.
As our customer base grows, we need people who can help pharmacies get answers quickly, understand when something isn't working as expected, and connect what the customer is experiencing with the technical teams who can solve it.
About the Role
We're looking for a Pharmacy Bot Support Specialist to provide responsive, thoughtful day-to-day support to pharmacies using TJM automation.
You'll work as part of a customer pod alongside Customer Success Managers, Implementation Leads, and technical teams.
This is not an account ownership role. You won't own the customer relationship, customer strategy, or implementation project.
Instead, you'll be one of the first people our pharmacy customers turn to when they have a question, need help, or tell us, 'The bot isn't doing what we expected.' Your job is to figure out what that actually means.
Sometimes the answer will be straightforward. Other times, you'll need to ask questions, understand the pharmacy workflow, gather examples, look at system information, reproduce the behavior, and document what you've learned so our technical teams can investigate efficiently.
You don't need to be an engineer. You do need to be technically curious, comfortable troubleshooting, an excellent communicator, and willing to keep asking questions until you understand what's actually happening.
What You'll Do
1. Be a Responsive First Point of Support
You'll help manage incoming day-to-day communication from pharmacy customers across our support channels.

• Respond promptly and professionally to customer questions and reported issues.

• Ask thoughtful follow-up questions to understand exactly what the customer is experiencing.

• Gather the information needed to determine whether something is a question, training issue, workflow issue, configuration issue, product issue, or potential defect.

• Help customers resolve issues that can be addressed without engineering involvement.

• Set clear expectations about what happens next when additional investigation is required.

• Keep customers updated rather than leaving them wondering whether anyone is working on their issue.

• Close the loop once an issue has been resolved.
You won't be expected to have every answer. You will be expected to take responsibility for getting the information to the right person and making sure the question doesn't disappear.
2. Investigate Before You Escalate
One of the most important parts of this role is turning a customer-reported problem into something our technical teams can efficiently investigate.

• Ask targeted questions about what happened before, during, and after the reported issue.

• Gather specific examples, timestamps, prescription or workflow context, screenshots, and other appropriate information.

• Understand what the customer expected to happen versus what actually happened.

• Review available system activity, configurations, logs, and other troubleshooting information.

• Attempt to reproduce reported behavior when appropriate.

• Determine whether the issue affects one scenario or a broader workflow.

• Check known issues and available documentation before escalating.

• Document what you've already investigated so another team doesn't have to start from zero.
Your goal is to make sure engineering spends its time solving technical problems rather than trying to figure out what the problem is.
3. Create Excellent Technical Support Tickets
When an issue needs to move to engineering or another technical team, you'll make sure they receive a clear, actionable ticket.

• What is happening — and what should be happening instead?

• Which pharmacy and workflow are affected?

• When did it happen, and is it reproducible?

• What specific examples demonstrate the problem?

• What troubleshooting has already been completed?

• Is there a workaround, and how is this affecting the pharmacy's operation?
A great escalation means the technical team can begin investigating without immediately coming back for basic information.
4. Understand the Pharmacy Behind the Problem
Software support at TJM requires more than understanding software. You need to understand pharmacy.

• Use your knowledge of pharmacy operations and pharmacy management systems to put customer questions into context.

• Learn how each customer's TJM automation fits into its pharmacy operation and use that understanding to troubleshoot more effectively.
5. Communicate Clearly Through Resolution
Great support isn't only about solving the problem. It's also about what the customer experiences while we're solving it.

• Explain technical information in clear, plain language.

• Provide updates while issues are being investigated.

• Avoid making promises before you have the information to make them.

• Let customers know what we need from them and why.

• Communicate internally when an issue may have broader customer impact.

• Bring in the Implementation Lead or CSM when an issue crosses into their area of ownership.

• Help diffuse frustration through responsiveness, empathy, and clear communication.

• Confirm that the customer is actually seeing the expected behavior before considering an issue resolved.
6. Know When to Pull in the Pod
You'll work closely with Customer Success Managers and Implementation Leads, but each role has a different job.

• Customer Success Managers own the strategic customer relationship, overall customer health,…