Customer Support Associate

Brellium is a company focused on improving the standard of care in the US healthcare system through AI-powered technology. The Customer Support Associate will be responsible for managing customer inquiries, ensuring timely and high-quality responses, and collaborating with internal teams to enhance customer experience.ResponsibilitiesYou resolve customer issues in Intercom with completeness and clarity, ensuring no context is lost and every loop is closed before marking a ticket resolvedYou manage ticket volume and response SLAs with self-directed discipline, prioritizing urgently and never requiring reminders to stay current on your queueYou communicate in a style matched to the customer's technical fluency and emotional state, shifting tone and detail level fluidly between frustrated users, engineering teams, and executive stakeholdersYou build deep knowledge of Brellium's platform, compliance frameworks, and EMR integrations so you can troubleshoot effectively and resolve issues efficiently without unnecessary engineering escalationsYou identify patterns across multiple tickets and surface them to the team as actionable process or documentation improvements, not waiting to be askedYou dig into technical problems and develop a sharp instinct for what you can solve versus what needs to be escalatedYou log ticket data accurately, track core metrics like first-contact resolution and response time, and proactively surface patterns and recurring issues to the team lead before they become bigger problemsYou design and document systems in Intercom or support workflows that make your own job more efficient and improve the overall customer experienceYou structure your own workflow and ticket tracking so that nothing falls through the cracks, flagging follow-ups, setting reminders, and managing your own accountability without external promptsYou develop and maintain knowledge base articles, internal documentation, and workflow improvements that help customers help themselves and reduce repeat ticket volume over timeYou collaborate with Customer Success and Engineering by presenting customer insights persuasively, backed by specific examples and data, so they understand the impact and prioritize accordinglyYou're not satisfied with simply maintaining the status quo: you're always looking for ways to make things better, whether that's a smarter workflow, a clearer article, or a more efficient processSkills0–2 years of experience in a customer-facing roleExperience with support ticketing systems (Intercom is ideal; Zendesk or similar systems are fine)Demonstrated ability to stay organized and manage multiple open tasks or requests at once without dropping the ballStrong written communicator — clear, empathetic, and able to stay calm and professional under pressureAble to adapt your communication style to different audiences, from clinical staff to operations leads, and everyone in betweenA strong sense of ownership: you manage your own queue, stay on top of deadlines, and own your mistakes without defensivenessExperience working in healthcare, health tech, or with clinical or operations teamsFamiliarity with support metrics (CSAT, first-contact resolution, response time)Experience building or refining internal workflows or automationsPrior experience at an early-stage startupBenefits401(k) Retirement Savings PlanEquity CompensationDinner Provided via DoorDash & stocked kitchen for NY employeesMedical, Dental, and Vision coverage coverage of up to 100% premiums for you and your familyHSA / FSA11 paid holidays each yearUnlimited PTOTraining and professional developmentHybrid Work Schedule (4 days onsite, 3 if located > 1 hour away)Company OverviewBrellium is an AI-powered clinical note auditor that conducts note audits according to customized clinical and billing standards. It was founded in 2021, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is https://www.brellium.io/.



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