Experienced Customer Support Associate – Delivering Exceptional Experiences in Healthcare

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark, a pioneering healthcare technology company, as our inaugural Customer Support Specialist. In this role, you will be the central point of contact for our customers, providing top-notch support and guidance to help them succeed.

About blithequark

blithequark is revolutionizing the healthcare industry by building software that improves the quality and accessibility of care. Our mission is to empower clinicians to focus on what they do best – providing great care – by streamlining and replacing manual work. With a strong focus on innovation and customer satisfaction, we're committed to changing the way startups operate and making a lasting impact on the healthcare landscape.

Our Culture

At blithequark, we're not just building software; we're building a community that shares our passion for improving healthcare. Our culture is built on a few key principles:

• We're customer-obsessed: We genuinely care about our customers' needs and challenges, and we're dedicated to delivering exceptional support experiences.
• We're a team of problem-solvers: We're not afraid to dive head-first into ambiguous problems and get our hands dirty to find solutions.
• We're lifelong learners: We approach unknowns with excitement and a penchant for learning new skills and technologies to solve new operational challenges.

The Role

As our inaugural Customer Support Specialist, you will play a critical role in optimizing our service delivery model, improving response times, and enhancing the overall customer experience. Your responsibilities will include:

• Directly owning customer inquiries and investigation requests, resolving cases independently with knowledge documents, macros, or input from cross-functional teams
• Diagnosing operational and financial issues from our customers, escalating complex cases to appropriate team members
• Developing and maintaining Standard Operating Procedures (SOPs) for common customer support scenarios
• Creating and optimizing workflows to streamline customer support processes, with an eye toward improving response times
• Collaborating with Account Managers to ensure seamless information handoffs for strategic customer issues
• Contributing to knowledge base development and maintenance for both internal and customer-facing resources
• Working closely with Implementation, SMB, and Enterprise teams to ensure consistent support throughout the customer lifecycle
• Analyzing support metrics to identify improvement opportunities and enhance team efficiency

What We're Looking For

To succeed in this role, you'll need to possess:

• A customer-first mentality: Genuine empathy for customer needs and challenges, with a passion for delivering exceptional support experiences and always advocating for the customer perspective
• A bias for action: A drive to dive in head-first into ambiguous problems, and to get hands dirty to find solutions. Not afraid to dig for answers!
• A growth mindset: A mentality of approaching unknowns with excitement, a penchant for learning new skills and technologies to solve new operational challenges
• Aptitude for technical learning: An ability to quickly ramp up on new technical and product topics, with a natural inclination toward thorough documentation and knowledge sharing

Nice to Have

While not required, healthcare or SaaS experience, particularly in revenue cycle management, is a plus.

Perks & Benefits at blithequark

We're committed to providing a comprehensive benefits package that supports your physical, mental, and financial well-being. Some of the perks and benefits you can expect include:

• Comprehensive Health Coverage: Medical, dental, and vision plans with nationwide coverage, including 24/7 virtual urgent care.
• Mental Health Support: Weekly therapy reimbursement up to $100, so you can prioritize the care that works best for you.
• Paid Parental Leave: Up to 12 weeks of fully paid time off for new parents (birth, adoption, or foster care).
• Financial Wellness: 401K (traditional & Roth), HSA & FSA options, and monthly commuter benefits for NYC employees.
• Time Off That Counts: 18 PTO days per year (plus rollover), plus office closures for holidays, monthly team events, company off-sites, and daily, in-office lunches for our team.
• Fitness Stipend: $100/month to use on fitness however you choose.
• Hybrid Flexibility: In NYC? We work in the office 3–5x/week, with flexibility when life happens. Fridays are remote-friendly.

Join Our Team

If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry, we invite you to join our team at blithequark. Apply today and become a part of our mission to change the way startups operate and improve the quality and accessibility of care. Apply for this job