Customer Support Specialist

Summary

Join Rad AI, a leading healthcare AI company, as a Customer Support Specialist to manage customer feedback and education specific to our AI features. This is an exciting opportunity to join us at a time of incredible growth and help us deliver the best possible customer service to our growing product portfolio and roster of physician users across the United States.

Requirements

• 1 + years of experience with customer-facing teams in customer support or customer success experience or related functions in software products
• Exceptional communication and interpersonal skills, both written and verbal
• Strong reasoning and analytical skills with strong technical acumen
• Ability to successfully manage multiple customer conversations and initiatives
• Demonstrated ability to learn new concepts, tools, products, and technologies

Responsibilities

• Review user feedback on AI models and identify opportunities for model improvement
• Communicate effectively and empathetically with users to understand feedback, provide user education, and share status updates on requested model improvements
• Investigate trends and patterns in model performance using quantitative and qualitative analysis
• Work closely with Rad AI data engineering, machine learning teams, and radiologists to identify feedback themes and focus areas for model improvement
• Collaborate with Customer Success team to identify commercial risks and opportunities based on radiologist feedback
• Gather additional user sentiment data and feedback through interviews and surveys
• Assist with general application questions and issues as needed

Preferred Qualifications

• Prior SaaS or startup experience
• Basic familiarity with LLMs/AI/machine learning products
• Proficiency in data analysis and reporting
• Experience in a radiology practice or radiology focused tech company
• Familiarity with radiology or medical terminology

Benefits

• Comprehensive Medical, Dental, Vision & Life insurance
• HSA (with employer match), FSA, & DCFSA
• 401(k)
• 11 paid company holidays
• Location-flexibility (remote-first company!)
• Flexible PTO policy
• Annual company-wide offsite
• Periodic team offsites
• Annual equipment stipend