Customer Service and Support Associate

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

📋 Description

• Act as the main point of contact for non-technical customer inquiries through email, ticketing systems, phone, chat, and other support channels.

• Assist customers with inquiries related to billing, account updates, contracts and plans, training coordination, and administrative requests.

• Manage assigned customer cases from initiation to resolution, ensuring timely follow-ups and clear communication.

• Research customer queries and deliver accurate, comprehensive, and easily understandable responses.

• Identify suitable pathways for requests that need assistance from other teams and facilitate effective transitions.

• Oversee an assigned queue while adhering to SLAs, response-time expectations, and productivity targets.

• Record customer interactions, actions undertaken, and resolutions in CRM and support systems.

• Follow established workflows, SOPs, escalation protocols, and quality standards.

• Prioritize requests based on urgency, customer impact, and business processes.

• Recognize recurring issues and process inefficiencies, contributing to improvements in processes, documentation, playbooks, and workflows.

• Collaborate with Customer Success, Onboarding & Implementation, Finance/Billing, Sales & Account Management, Technical Support, and Operations.

• Coordinate requests that involve action or information from multiple internal teams.

• Provide accurate, professional, and empathetic support experiences.

• Communicate proactively about status and next steps when immediate resolution is not feasible.

• Promote the adoption of self-service resources.

• Utilize approved AI-assisted support tools, knowledge resources, and automation.

• Document new processes, frequently asked questions, and effective resolutions.

• Adapt to changing tools, processes, policies, and customer support models.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Support, Customer Operations, Account Services, Billing Operations, or a related customer-facing role.

• Experience in managing customer inquiries or cases in a high-volume setting.

• Excellent written and verbal communication skills.

• Ability to convey information clearly and professionally.

• Capacity to juggle multiple priorities while ensuring accuracy and attention to detail.

• Strong problem-solving capabilities with the ability to independently research and resolve customer inquiries.

• Experience collaborating with various internal teams.

• Familiarity with CRM, ticketing, or customer support platforms.

• Customer-centric mindset with a strong sense of ownership and accountability.

• Empathetic and professional when handling challenging customer situations.

• Strong organizational and time management skills.

• Analytical and solutions-oriented approach to problem-solving.

• Ability to prioritize tasks in a high-volume environment.

• Comfortable working with performance metrics, service-level expectations, and quality standards.

• Collaborative and effective across different teams and functions.

• Adaptable in a fast-paced environment.

• Process-oriented with a focus on continuous improvement.

• Curious and eager to learn new tools, systems, products, and processes.

• Must be eligible to work without sponsorship.

• Preferred: experience in healthcare technology, SaaS, or another highly regulated customer environment.

• Preferred: experience in supporting billing, contract, subscription, plan, or account-related inquiries.

• Preferred: experience with Salesforce (SFDC), Zendesk, Intercom, Jira, or knowledge management systems.

• Preferred: experience using AI-assisted support platforms, automation tools, or AI-enabled workflows.

• Preferred: familiarity with customer lifecycle operations.

🏝️ Benefits

• Flexibility to work in a manner that suits you within your country of employment – whether in-office, remote, or hybrid.

• Ongoing investment in your professional development.

• Immediate access to a comprehensive health and wellness benefits package, including an annual wellness stipend.

• 401k plan with up to a 4% match and immediate vesting.

• Flexible and generous (FTO) time-off policy.

• Employee Stock Purchase Program.

• Target total compensation of $18 to $20 USD per hour in most US locations.

• Equal opportunity employer with a commitment to diversity.