Customer Service and Support Associate

Accountabilities:

• • Serve as a primary contact for non-technical customer requests through email, phone, chat, ticketing systems, and other support channels.
  • Handle billing questions, account changes, contract and plan inquiries, training coordination, administrative requests, and other account-related needs.
  • Take ownership of assigned cases from intake through resolution, maintaining clear communication and timely follow-up.
  • Research customer questions and provide accurate, complete, and easy-to-understand responses while demonstrating empathy and professionalism.
  • Manage an assigned case queue in line with service-level agreements, response-time expectations, productivity targets, and quality standards.
  • Document customer interactions, actions, escalations, and resolutions accurately within CRM and support platforms.
  • Follow established workflows, standard operating procedures, escalation paths, and quality requirements.
  • Prioritize cases according to urgency, customer impact, and business processes while maintaining strong attention to detail.
  • Collaborate with Customer Success, Onboarding & Implementation, Finance/Billing, Sales, Account Management, Technical Support, and Operations to resolve customer needs.
  • Coordinate requests involving multiple internal teams and ensure effective handoffs with complete and relevant context.
  • Identify recurring customer issues, process gaps, and sources of friction, sharing insights that can improve the overall customer experience.
  • Contribute to internal documentation, knowledge resources, playbooks, workflows, and operational improvement initiatives.
  • Use approved AI-assisted support tools, automation, and knowledge resources to improve the speed, consistency, and quality of customer support.
  • Identify repetitive manual processes that could benefit from automation and contribute to continuous improvement initiatives.
  • Support customer adoption of appropriate self-service resources and proactively communicate status and next steps when immediate resolution is not possible.
  • Incorporate coaching and quality feedback to continuously improve individual performance and service delivery.

  Requirements:

  • 2+ years of experience in Customer Support, Customer Operations, Account Services, Billing Operations, or another relevant customer-facing environment.
  • Experience managing customer inquiries or cases in a high-volume environment with defined service-level and quality expectations.
  • Strong written and verbal communication skills, with the ability to explain complex or detailed information clearly and professionally.
  • Demonstrated ability to manage multiple priorities while maintaining accuracy, organization, and attention to detail.
  • Strong problem-solving and research skills, with the ability to independently investigate customer questions and identify appropriate solutions.
  • Experience collaborating across multiple internal departments to resolve customer requests.
  • Familiarity with CRM, ticketing, customer support, or case-management platforms.
  • Strong customer-service orientation, empathy, ownership, accountability, and professional judgment.
  • Ability to handle challenging customer situations calmly and constructively.
  • Strong organizational and time-management skills, with the ability to prioritize effectively in a fast-paced environment.
  • Comfort working with performance metrics, SLAs, productivity expectations, and quality standards.
  • Collaborative mindset and ability to build effective working relationships across functions.
  • Adaptability and willingness to learn new products, systems, processes, tools, and policies.
  • Process-oriented approach with an interest in identifying opportunities for continuous improvement.
  • Preferred experience in healthcare technology, SaaS, or another highly regulated customer environment.
  • Preferred experience handling billing, contracts, subscriptions, plans, or account-related inquiries.
  • Experience with platforms such as Salesforce, Zendesk, Intercom, Jira, or knowledge-management systems is a plus.
  • Familiarity with AI-assisted support platforms, automation tools, or AI-enabled workflows is advantageous.
  • Eligibility to work in the United States without sponsorship is required.

  Benefits:

  • Remote work opportunity anywhere within the United States, with flexibility depending on location and business needs.
  • Target compensation of $18–$20 USD per hour in most U.S. locations, with final compensation based on factors such as location, market conditions, experience, and expertise.
  • Day-one access to a comprehensive health and wellness benefits package.
  • Annual wellness stipend.
  • 401(k) plan with up to a 4% employer match and immediate vesting.
  • Flexible and generous flexible time off (FTO).
  • Employee Stock Purchase Program.
  • Ongoing investment in professional development and career growth.
  • Potential flexibility to work remotely, in-office, or in a hybrid arrangement where applicable.
  • Distributed, remote-friendly working environment across multiple time zones.
  • Potential travel to company headquarters in Denver, Colorado, or other North American office locations may be required.