Customer Operations Associate

This is a fully remote position, open to applicants in New York.

📋 Description

• Transform customer inquiries into well-defined tasks with clear ownership and deadlines through the internal scoping process.

• Manage customer support requests and ensure the “waiting on us” queue is minimized.

• Replicate data and metrics issues, compile evidence, and either resolve them or create actionable tickets for Engineering.

• Monitor account KPIs, product usage, and trends to pinpoint engagement risks and opportunities.

• Assess account platform usage and offer insights and recommendations.

• Spot opportunities for proactive customer education, communication, and outreach initiatives.

• Contribute analytical insights and materials for renewal and expansion discussions.

• Oversee account workstreams in collaboration with Engineering, Product, and Sales teams.

• Prepare materials for client meetings, participate in calls, and document follow-up actions.

• Assist with onboarding checklists, roster and configuration validation, user setup, and training resources.

• Bring customer feedback and support trends into internal dialogue.

• Enhance customer-facing knowledge base resources.

• Generate the high-priority requirements report and prepare for bug blitzes and meetings.

• Support customer health reporting and release workflows to facilitate proactive communication.

• Report to the Director of Customer Operations.

⛳️ Requirements

• 2–4 years of experience in operations, implementation, technical support, or consulting where you were responsible for execution and outcomes.

• Excellent written communication skills.

• Highly organized with the ability to manage multiple small yet critical tasks.

• Proficient in using spreadsheets and handling structured data.

• Capable of identifying duplicate entries, erroneous identifiers, or unusual metrics.

• Daily user of AI tools.

• Systems-thinking mindset for addressing recurring challenges.

• Experience or eagerness to learn about healthcare, value-based care, ACOs, shared savings, quality measures, and AWVs.

• Familiarity with SQL, Snowflake, or dashboard and analytics tools.

• Background in supporting software implementations or customer onboarding processes.

🏝️ Benefits

• Comprehensive benefits package (health, dental, vision, 401k).

• Remote-friendly environment with genuine startup flexibility.

• Collaborate with a small team of skilled and passionate problem-solvers.

• Work in an AI-native product ecosystem utilizing Claude, automated transcription, and intelligent workflows.