Customer Support Associate

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

📋 Description

• Methodically investigate and resolve issues reported by customers.

• Provide support to customers from the onboarding stage through ongoing troubleshooting.

• Triage, prioritize, and escalate a high volume of support tickets.

• Contact laboratories, mobile phlebotomy vendors, and other service providers to track results, correct patient information, and ensure timely resolutions.

• Communicate with empathy and precision through tickets, Slack, and phone calls.

• Collaborate with product, engineering, operations, and customer success teams.

• Document insights to enhance and expand the knowledge base.

• Directly resolve most Tier 1 issues and transfer remaining issues along with gathered context.

⛳️ Requirements

• Minimum of 2 years of support experience at a B2B2C SaaS company, preferably in a structured support setting.

• Practical experience in identifying, reproducing, and resolving customer-reported issues.

• Capability to take complete ownership of issues and see them through to resolution.

• Experience working in a small or mid-sized company.

• Ability to function without a detailed playbook or extensive documentation.

• Skill in managing a busy, high-volume support queue.

• Calm, empathetic, and precise written and verbal communication skills.

• Interest in utilizing AI and other tools to streamline repetitive processes.

• Must be located in the GMT or EST time zones.

• Visa sponsorship is not available.

• Experience in healthcare or diagnostics is a plus, but not mandatory.

• Familiarity with APIs is a plus, but not mandatory.

🏝️ Benefits

• Equity (extended exercise period after 2 years of employment).

• Company and team offsite events.

• Monthly learning budget of $150 for personal development and productivity enhancement.

• $100 monthly wellness budget.

• Flexible, remote-first working arrangement, including $1,000 for home office equipment.

• Coworking budget available.

• 36 days of paid time off (including public holidays).

• Comprehensive healthcare coverage.

• 4% monthly contribution to pension/401k.

• Annual blood test provided at no cost.

• Enhanced parental, foster, and adoption leave policies.