Remote Client Support Specialist

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 180 health systems and over 1,000 hospitals and centers across 49 states rely on our award-winning products to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.

This role is available for Remote in the following states: AZ, CO, IL, IN, KS, LA, MO, MT, TX, UT, WI.  If your state is not listed, we may not be able to proceed with your application. We have office in Charlotte, NC for employees who prefer to work regularly or occasionally from an office.

WHAT YOU’LL DO

• Serve as the first point of contact and problem solver for client issues, routing them to the correct internal team(s) when needed when questions come through our ticketing system
• Use critical thinking and problem solving skills to troubleshoot and resolve client questions
• Work with and respond in a timely and professional manner according to our SLA
• Coordinate client responses with other members of the Client Support and Success team
• Train clients on application features
• Monitor and identify trends in ticket volume and themes for client request activity, and recommend opportunities to improve client experiences
• Collect and communicate client feedback and share with appropriate team(s)
• Identify areas of opportunity to streamline communication and increase standardization to address client concerns or issues
• Review and update knowledge center content for our end users to help with common workflows and questions
• Identify common themes of tickets and explore ways to improve communication about these issues through training or our knowledge center

WHAT YOU’LL BRING

• Exceptional organizational skills and attention to detail
• Effective written and verbal communication skills
• Professional demeanor
• Reliability—be reliable, always
• Minimum of 2 years of experience in a client-facing role
• Ability to multitask and adapt in a fast-paced, diverse, and evolving environment
• Bachelor’s Degree
• Experience working on healthcare products/working with hospitals
• Experience working in a Help Desk/Client Support role for SaaS products

BONUS POINTS IF YOU HAVE

• Experience working on healthcare products
• Experience with data or analytics products
• Experience working on enterprise software products
• A blog, article, or any published writing - a huge plus

WHAT YOU’LL GET

• Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!
• Competitive compensation package that includes base salary, target bonus, and stock options
• 401(k) Match
• Comprehensive healthcare benefits
• Generous Paid Time Off and Parental Leave
• Monthly reimbursement for Skill Building
• Monthly reimbursement for Wellness, Transportation, and/or Home Office
• Education Reimbursement for select courses/programs

$60,000 - $75,000 a year

LeanTaaS takes a market-based approach to pay. The offered base salary will reflect careful consideration of a number of factors, including the level you are hired into, your location, skills and qualifications, prior relevant experience, internal equity, and market conditions. This range may be modified in the future.

Vaccination policy

We have an obligation to protect our employees, our customers, and the patients of our customers. Therefore, COVID-19 vaccination is required to work from the office, attend in-person company events, or to travel on behalf of the company.

Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

LeanTaaS is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone. All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require assistance during the application process, please reach out to [email protected]. LeanTaaS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

Please note: LeanTaaS is not accepting agency resumes at this time, and we are not responsible for any fees related to unsolicited resumes. Thank you.