Customer Experience Associate

The OpportunityAs Silna experiences explosive growth, we're seeking a Customer Experience hire to join our team. We need an individual who is highly empathetic, operationally excellent, and passionate about delivering exceptional customer experiences. This role will be instrumental in laying the foundations of customer support at Silna while executing on our immediate support needs. You'll understand customer needs deeply, master the art of customer communication, and handle tickets with efficiency and care.Reporting to our leadership team, you'll serve as a customer advocate, working cross-functionally to minimize support needs and build solutions that empower customers to self-serve. This is a unique opportunity to shape our customer support function from the ground up in a fast-growing, mission-driven startup.Key ResponsibilitiesCustomer Advocacy & SupportDeliver exceptional, empathetic support to healthcare providers who rely on our platformManage increasing ticket volume with operational excellence and attention to detailUnderstand customer needs and identify opportunities to improve their experienceServe as the voice of the customer internally, advocating for their needs and pain pointsOperational ExcellenceTriage and prioritize tickets, identifying which require escalation to specialized teamsHandle tickets efficiently while maintaining high-quality, personalized responsesBuild and maintain response templates that ensure consistency and efficiencyDevelop processes and workflows that scale with our growing customer baseCross-Functional CollaborationWork closely with Product, Engineering, and Operations teams to address systemic issuesTranslate customer feedback into actionable insights for product improvementsCollaborate on building out our help center and self-service resourcesPartner with teams to minimize support needs through proactive solutionsCommunication & DocumentationMaster various communication tones appropriate for different customer situationsCreate clear, empathetic responses that resolve issues and build customer confidenceDocument common issues and solutions to improve knowledge sharingBuild processes that ensure no customer inquiry falls through the cracksWhat Sets You ApartExperience & Skills1-3 years of experience in customer support, customer success, or related fieldsDemonstrated ability to handle complex customer issues with empathy and efficiencyStrong project management skills with experience building processes from scratchExperience working in fast-paced, growth-stage environmentsFamiliarity with support ticketing systems and customer communication toolsCharacter & MindsetHigh empathy - Genuinely care about customer success and can understand their perspectiveOperational excellence - Detail-oriented with a systematic approach to problem-solvingCross-functional collaboration - Work effectively across teams to drive customer-centric solutionsSuperb communication skills - Adapt tone and style to different customer needs and situationsProduct-minded - Think beyond individual tickets to identify broader improvement opportunitiesThrives in ambiguity - Comfortable building processes and solving problems in an evolving environmentAbout Silna HealthSilna Health is a health technology company that streamlines front-end insurance workflows for healthcare providers nationwide. We reduce providers' administrative burden, allowing them to become financially fit while focusing on what they do best - providing great care to patients.Our platform manages prior authorizations, benefit checks, and eligibility checks on providers' behalf using cutting-edge technology to reverse engineer and automate insurance workflows, supported by our talented in-house team of experienced authorization specialists.Based in New York City, we work with healthcare providers nationwide and have raised two rounds of funding totaling $27M from Accel and Bain Capital Ventures.Why Join SilnaGround-floor opportunity to build the customer support function at a rapidly growing startupWork directly with customers who genuinely value our mission to improve healthcareChance to make a meaningful impact on healthcare delivery through exceptional customer experiencesFast-paced, dynamic environment that rewards initiative and customer obsessionOpportunity to shape how we serve the healthcare providers who depend on usThis role is perfect for someone who is passionate about customer experience and wants to be instrumental in building something transformative in healthcare. If you're ready to join a mission-driven company that's revolutionizing healthcare administration through exceptional customer support, we want to talk to you.What We OfferA rapid-paced work environment with an incredibly enthusiastic and motivated teamThe opportunity to work with customers that actually love the productThe ability to work on technology that is materially improving health outcomesCompetitive compensationJob Type: Full-timeWork Location: Remote

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