Customer Service and Support Associate

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

📋 Description

• Act as the primary contact for non-technical customer inquiries via email, ticketing systems, phone, chat, and other support channels.

• Assist customers with billing inquiries, account modifications, contract and plan questions, training coordination, and administrative tasks.

• Take ownership of assigned customer cases from intake to resolution, ensuring timely follow-ups and effective communication.

• Investigate customer inquiries and deliver accurate, comprehensive, and easily understandable answers.

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

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

• Follow established workflows, SOPs, escalation paths, and quality standards; prioritize requests based on urgency and customer impact.

• Identify recurring issues, process gaps, and sources of friction, and contribute to improvements in processes, documentation, playbooks, and workflows.

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

• Coordinate cross-functional requests and provide complete context for escalations or transfers.

• Offer accurate, professional, and empathetic support while proactively communicating status and next steps.

• Encourage customer adoption of self-service resources and incorporate coaching and quality feedback.

• Utilize approved AI-assisted tools, knowledge resources, and automation to enhance support speed and quality.

• Document processes, common inquiries, and resolutions, while identifying opportunities for automation and continuous improvement.

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

⛳️ Requirements

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

• Proven experience managing customer inquiries or cases in a high-volume environment.

• Excellent written and verbal communication skills with the ability to convey information clearly and professionally.

• Capability to handle multiple priorities while ensuring accuracy and attention to detail.

• Strong problem-solving abilities and the capacity to independently research and resolve customer inquiries.

• Experience collaborating with various internal teams to meet customer needs.

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

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

• Empathetic and professional demeanor when addressing challenging customer situations.

• Strong organizational and time-management skills.

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

• Ability to effectively prioritize work in a high-volume environment.

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

• Collaborative, adaptable, process-oriented, and able to thrive in a rapidly changing environment.

• Eager and willing to learn new tools, systems, products, and processes.

• Must be eligible to work in the United States without sponsorship.

• Preferred: experience in healthcare technology, SaaS, regulated customer environments, billing/contract/subscription/plan/account support, Salesforce, Zendesk, Intercom, Jira, knowledge management systems, AI-assisted support platforms, automation tools, or customer lifecycle operations.

🏝️ Benefits

• Flexibility to work from any location within your country of employment – in-office, remote, or hybrid.

• Ongoing investment in your professional growth and 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.