Customer Support Representative

Medely is seeking a motivated Customer Support Representative to join our Customer Support team. Our mission is to provide best-in-class support to our end users – both healthcare facilities and healthcare professionals alike. In this role, you will serve as the first point of contact for the Medely customer base across the entire customer lifecycle, from application and onboarding to booking shifts, payment/billing questions, and general platform education. Your focus should always be on creating the best possible support experience while exercising a one-contact resolution mindset.

The Impact You’ll Make:

• End-User Interaction: 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.
• Troubleshooting: Troubleshoot platform issues reported by customers and urgently escalate them to team leader for further investigation.
• Collaboration & Feedback: 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.
• Process Optimization: Provide internal feedback and suggestions for support operations and product improvements. 

Who You Are:

• Experience: Minimum 2 years experience in a customer service, customer support, customer operations, or customer experience role, preferably in a software environment. A plus, experience with automation (chatbots) and AI.
• 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. A plus, familiarity with Slack, Intercom, Zoom, Salesforce, JIRA, and TextExpander.

Why Medely: Benefits & Perks

• Competitive Compensation: Based on experience and performance
• Long-term Incentives: 401k
• Healthcare Benefits: Full suite of benefits including medical, dental, and vision insurance
• Flexibility: We believe that work/life balance is important, so we offer twenty days of Paid Time Off and eleven paid holidays.
• Paid parental leave
• Purpose: Join a growing mission-oriented startup that is modernizing the healthcare industry nationally!
• Ownership: Drive meaningful business impact on a team you’ll help build and define!
• Remote: Work in a digital environment with all the tools to achieve your work as though you were in the office!