Customer Success Representative

Summary

Join Artera, a leading AI startup in medical artificial intelligence, as a Customer Success Representative! This fully remote position (Pacific Time Zone) focuses on delivering exceptional support to clinicians, clinical staff, and administrators. You will guide customers through onboarding, training, and product ordering, combining operational execution with a customer-first approach. The role demands responsiveness, professionalism, and collaboration across various teams. You will proactively solve problems and contribute to product development and service enhancements. Artera offers a competitive salary and benefits, including 401k matching and unlimited PTO.

Requirements

• Bachelor’s degree required
• Minimum 1 year experience in customer service, ideally supporting healthcare professionals
• 3+ years working in collaborative, team-based environments
• Strong problem-solving, communication, and organizational skills

Responsibilities

• Serve as a primary point of contact for users of Artera’s products
• Guide customers through onboarding, ordering, and troubleshooting in a timely and courteous manner
• Deliver empathetic, solution-oriented support that reflects an understanding of customer needs
• Use tools like Zendesk and Salesforce to manage and resolve support tickets with accuracy and attention to detail
• Maintain consistent documentation and follow standard operating procedures (SOPs)
• Identify and communicate opportunities for workflow or experience improvements
• Partner with internal teams (Sales, Product, Operations) to resolve customer issues and ensure smooth communication
• Share insights from the field to contribute to product development and service enhancements
• Approach every interaction with empathy, patience, and a genuine focus on the customer experience
• Proactively seek solutions and follow through to ensure resolution
• Communicate clearly and respectfully, both in writing and verbally
• Actively listen and tailor responses to different customer profiles and needs
• Take full responsibility for assigned tasks and follow them through to completion
• Own mistakes and use them as learning opportunities
• Prioritize work based on urgency and customer impact
• Balance workload while meeting responsiveness and resolution benchmarks
• Embrace change and remain resilient in a dynamic startup environment
• Seek feedback and apply learning to improve performance

Preferred Qualifications

• Proficiency with customer service platforms like Zendesk preferred
• Preferred experience in a laboratory setting (e.g. pathology, biochemistry, or molecular biology)

Benefits

• $21 - $25 an hour
• Competitive and commensurate with experience, qualifications, and other factors to be discussed during the interview process
• 401k matching
• Unlimited paid time off (PTO)