Spotlight: Jessica Herbert @ Canvas Medical

How did you get into customer support?

I'm a natural caretaker and endlessly curious, so I've always gravitated toward roles where I could help others and improve processes. I started my career as a medical assistant caring for patients, which taught me empathy and problem-solving skills. These skills translated perfectly when I transitioned into customer support in healthcare software. When my hospital offered a role providing side-by-side support for EMR users, it felt like the perfect next step. Joining Canvas Medical in 2018 allowed me to channel these values into building a people-first support team.

How has the role of customer support changed since you started your career?

The biggest shift I’ve seen is the rapid evolution of tools and the corresponding need for technical proficiency. It’s no longer enough just to understand your company’s product and help customers navigate it. Today, especially in healthtech, support teams are expected to work with APIs, SDKs, your application database and technical logs. Another key change is the emphasis on collaboration and knowledge-sharing, ensuring teams are equipped to handle evolving customer needs.

How do you foster a strong culture within your support team?

I set high standards—higher than most—and I’m upfront about that because it challenges us to grow and deliver exceptional results. At the same time, I make it clear that I’m always available for questions, support, or mentoring. I often dive into managing our support channels alongside my team, which helps me stay in touch with their frustrations and challenges. By encouraging empathy, curiosity, and collaboration, we’ve built a culture of continuous improvement and shared commitment to customer success.

What advice would you give to someone starting in customer support?

Be open to new challenges and always ask questions—even the ones you think are obvious. Learn everything you can about your product, your customers, and your tools. But don’t stop there—capture what you learn. I could not emphasize any more strongly my commitment and the need for any support team to invest in documentation. Good docs are a win for your team, for your customer, and for you as a manager. Whether it’s creating helpful documentation or mentoring others, sharing your knowledge ensures it can have an impact far beyond just your role. Support is about growing together, and the more you give, the more you’ll learn in return.