Customer Support Representative

Summary

Join Medely, a high-growth technology startup revolutionizing healthcare work, as a Customer Support Representative. You'll be the first point of contact for healthcare facilities and professionals, providing exceptional support across the entire customer lifecycle. Your role involves handling inquiries, troubleshooting platform issues, collaborating with internal teams, and optimizing support processes. Medely offers a remote work environment, competitive compensation, comprehensive benefits, and the opportunity to contribute to a mission-driven company transforming the healthcare staffing industry.

Requirements

• Minimum 2 years experience in a customer service, customer support, customer operations, or customer experience role, preferably in a software environment
• Typing speed of 65 WPM or higher
• Proven track record of exceeding customer expectations and arriving at successful outcomes while under pressure
• Customer-centric mentality with a sense of urgency; excellent de-escalation skills
• Ability to interact with customers at various levels of technical and non-technical depth
• Outstanding problem-solving, organization, prioritization, and multitasking skills with sharp attention to detail
• Eager and quick to learn new technology tools
• Welcomes constant changes to drive efficiency
• Must have worked in a Mac environment with proficiency in web-based tools such as Google Workspace

Responsibilities

• Provide timely, empathetic, and personalized support to end users simultaneously through multiple channels, including chat, email, and phone, in compliance with SLAs without sacrificing end user satisfaction
• Troubleshoot platform issues reported by customers and urgently escalate them to team leader for further investigation
• Bridge communication between the Medely customer base and internal cross-functional teams such as Compliance, Account Management, Trust & Safety, and QA to resolve end user inquiries
• Provide internal feedback and suggestions for support operations and product improvements

Preferred Qualifications

• Experience with automation (chatbots) and AI
• Familiarity with Slack, Intercom, Zoom, Salesforce, JIRA, and TextExpander

Benefits

• Based on experience and performance
• 401k
• Full suite of benefits including medical, dental, and vision insurance
• Twenty days of Paid Time Off and eleven paid holidays
• Paid parental leave
• Join a growing mission-oriented startup that is modernizing the healthcare industry nationally!
• Drive meaningful business impact on a team you’ll help build and define!
• Work in a digital environment with all the tools to achieve your work as though you were in the office!