Dedicated and Empathetic Customer Support Associate for Innovative Healthcare Technology Solutions at blithequark

Welcome to blithequark blithequark is a pioneering force in the healthcare technology sector, driven by a mission to enhance the quality and accessibility of healthcare services. By streamlining and automating manual processes, we empower clinicians to focus on what matters most: delivering exceptional patient care. Our vision is built on the premise that technology can be a powerful catalyst for change in the healthcare industry, and we're committed to making a meaningful impact. For a deeper dive into our mission and values, we invite you to explore our thesis on what blithequark stands for. Backed by $50M in funding from esteemed supporters including a16z, Craft Ventures, YCombinator, Manresa, and many others who share our passion for improving healthcare accessibility, we're poised for significant growth and innovation. To learn more about our journey and the impact we're making, please visit our launch announcement. Our Culture at blithequark At blithequark, our mission to transform behavioral health begins with our own culture and operational ethos. We're not just aiming to change the landscape of behavioral health; we're also committed to revolutionizing the way startups operate. This mindset is reflected in several key aspects of our culture: 1. Passion for Healthcare Accessibility: Every member of the blithequark team is deeply invested in our mission to improve healthcare accessibility and quality. This shared passion drives our work and decisions. 2. Sense of Humor: We believe that humor is essential in navigating the challenges of the healthcare industry. It helps us stay positive and motivated, even in the face of complex problems. About the Role blithequark is seeking a highly motivated and customer-focused Customer Support Associate to join our Customer Experience team. As our inaugural support hire, you will play a critical role in supporting our Account Managers by taking ownership of customer inquiries, troubleshooting, and operational support across our customer portfolio. The ideal candidate will possess 1-3 years of customer support experience, strong problem-solving skills, and a genuine passion for helping customers succeed. This position is pivotal in optimizing our service delivery model, improving response times, and enhancing the overall customer experience, thereby enabling our Account Managers to focus on strategic relationship management. Key Responsibilities Directly own and resolve customer inquiries and investigation requests independently, utilizing knowledge documents, macros, or input from cross-functional teams as needed. Diagnose operational and financial issues reported by customers, escalating complex cases to appropriate team members for timely resolution. Develop and maintain Standard Operating Procedures (SOPs) for common customer support scenarios to ensure consistency and efficiency. Create and optimize workflows aimed at streamlining customer support processes, with a focus on improving response times and customer satisfaction. Collaborate closely with Account Managers to ensure seamless information handoffs for strategic customer issues, promoting a cohesive customer experience. Contribute to the development and maintenance of our knowledge base for both internal and customer-facing resources, ensuring that information is accurate, up-to-date, and accessible. Work in tandem with Implementation, SMB, and Enterprise teams to ensure consistent support throughout the customer lifecycle, from onboarding to ongoing support. Analyze support metrics to identify areas for improvement and implement changes that enhance team efficiency and customer satisfaction. Essential Qualifications Customer-First Mentality: A genuine empathy for customer needs and challenges, coupled with a passion for delivering exceptional support experiences and advocating for the customer perspective. Bias for Action: A proactive approach to problem-solving, with the willingness to dive into ambiguous issues and find solutions. Growth Mindset: An excitement for learning new skills and technologies, with a penchant for thorough documentation and knowledge sharing. Aptitude for Technical Learning: The ability to quickly ramp up on new technical and product topics, with a natural inclination toward learning and adapting to new challenges. Nice to Have Experience in the healthcare or SaaS industry, particularly in revenue cycle management, is highly desirable. Perks & Benefits at blithequark At blithequark, we're committed to supporting the well-being and growth of our team members. Here are some of the benefits you can expect: Comprehensive Health Coverage: We offer medical, dental, and vision plans with nationwide coverage, including 24/7 virtual urgent care, to ensure you and your family stay healthy. Mental Health Support: We prioritize mental health with weekly therapy reimbursement up to $100, so you can access the care that works best for you. Paid Parental Leave: We support new parents with up to 12 weeks of fully paid time off for birth, adoption, or foster care, because family matters. Financial Wellness: We offer 401K (traditional & Roth), HSA & FSA options, and monthly commuter benefits for NYC employees to help you plan for your future. Time Off That Counts: Enjoy 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, because we believe in work-life balance. Fitness Stipend: Stay active with a $100/month fitness stipend to use as you choose. Hybrid Flexibility: For our NYC team, we work in the office 3–5 times a week, with flexibility for life's unexpected moments, and Fridays are remote-friendly, so you can work in a way that suits you best. Our Location and Culture blithequark is based in New York City, and we prioritize in-person and hybrid candidates. Please note that our hiring location is listed at the top of this page. We're committed to building an inclusive culture and recognize the importance of diversity in our team. If you're passionate about our mission and believe you'd be a great fit, we encourage you to apply, regardless of whether you check every box on our requirements list. We also take security very seriously at blithequark. All employees play a crucial role in upholding our security requirements and maintaining compliance with HIPAA security regulations, ensuring the confidentiality and integrity of our customers' data. Join Us If you're a dedicated and empathetic individual with a passion for customer support and a drive to make a difference in the healthcare technology sector, we invite you to apply for this exciting opportunity. At blithequark, you'll find a dynamic, supportive environment where your skills and experience will be valued, and your contributions will directly impact our mission to improve healthcare accessibility and quality. Apply now and be part of a team that's changing the face of healthcare technology.