Customer Operations Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage account unlocks, staff onboarding, and permission adjustments for customer organizations.

• Confirm data integrity by utilizing read-only queries on customer databases.

• Efficiently and accurately handle routine account requests.

• Prioritize and triage incoming tickets from Slack, email, and web forms according to established protocols.

• Classify and prioritize tickets based on urgency and impact.

• Direct complex or technical issues to senior specialists, providing clear context and initial findings.

• Ensure accurate ticket metadata is maintained (tags, priority, customer, status).

• Acquire foundational knowledge of Canvas platform configuration and clinical workflows.

• Learn to navigate the Canvas EMR, comprehend appointment types, note workflows, and fundamental charting concepts.

• Gain familiarity with Canvas documentation, basics of FHIR API, and the plugin SDK.

• Observe senior specialists during complex investigations to enhance learning.

• Address straightforward customer inquiries with clear and empathetic communication.

• Set realistic expectations regarding timelines and next steps.

• Provide escalations with context — summarize what you've checked and learned before passing it on.

⛳️ Requirements

• Over 1 year of experience in a support, operations, or customer-facing role, preferably in a technical environment.

• Proven ability to manage multiple concurrent tasks while maintaining attention to detail.

• Comfortable working within ticketing systems and adhering to established processes.

• Basic understanding of web applications and SaaS platforms.

• Willingness to learn SQL, REST APIs, and log analysis tools.

• Ability to navigate technical documentation and independently learn new tools.

• Interest in healthcare technology; previous healthcare experience is an advantage but not mandatory.

• Eagerness to quickly develop domain expertise in clinical and operational workflows.

• Familiarity with EMR systems, clinical terminology, or healthcare billing is a plus.

• Strong written communication skills as you'll be communicating with customers daily.

• Organized and process-oriented, with strong prioritization instincts.

• Reliable in following through on routine tasks while managing competing priorities.

• Collaborative attitude and a desire to learn from more experienced colleagues.

🏝️ Benefits

• Competitive Salary & Equity Package

• Health Insurance (includes an option for 100% family coverage)

• 401k

• Paid Maternity/Paternity Leave (12 weeks)

• Flexible/unlimited PTO

• Home Office Stipend