Customer Support Lead at Notable Health

Remote
Notable Health

Customer Support Lead

  • Remote

Notable’s mission is to enrich every patient interaction through modern digital experiences and intelligent automation. Our team is pioneering advances in AI, RPA, and natural language processing to automate administrative tasks that currently cost the US healthcare system over $1T per year. Leading healthcare organizations like CommonSpirit Health and Blue Shield of CA rely on our platform to provide virtual care at scale, help doctors see more patients, and improve patient outcomes.

The Customer Support Lead is responsible for providing technical and customer support directly with customers and across the organization in collaboration the Customer Success, Sales, Engineering and Product teams to ensure client satisfaction and company initiatives are met. The Customer Support Lead addresses escalated technical support tickets, delivering comprehensive service and timely support for customers and internal team members. This position requires a problem-solving attitude, ensuring high quality technical support to drive client satisfaction. Additionally, the Customer Support Lead vets and documents bugs and feature requests, communicating status updates to the customer to provide guidance, resolve issues, and drive satisfaction.

Responsibilities (including but not limited to):

  • The primary objective is providing excellent service to the customer in collaboration with other members of the Customer Success department
  • Perform in-depth troubleshooting to identify root cause while understanding the customer’s skill level and communicating in the manner most appropriate
  • Develop product expertise with desire to share knowledge with internal teams and customers by contributing to training resources and best practices
  • Manage all aspects of escalated customer support tickets, diagnosing issues and seeing problems through to resolution while providing enterprise level support to our customers via phone, web, and email and other support channels as required
  • Documenting customer interaction appropriately internally
  • Ensure service requests (tickets) are handled timely and completely
  • Work with internal Customer Success and directly with customers to identify, understand and solve customer issues
  • Contribute to improving customer support by actively responding to queries and handling escalated complaints, communicating common customer issues to help suggest and deliver methods for an improved customer experience
  • Analyze system issues submitted through support tickets to determine if a software bug exists, and sufficiently document the details of the issue for software development team to address
  • Intake feature requests through support tickets, sufficiently documenting the customer objective, current functionality, and proposed functionality for the software development team to address
  • Communicate status updates on bug fixes and feature requests to individual customers through the submitted customer support tickets

Requirements:

  • Bachelor’s Degree in Business, Computer Science or similar experience.
  • 2+ years customer facing experience in support (or similar experience) with a demonstrated ability to handle escalated client concerns
  • Strong communication, technical and organizational skills
  • A demonstrated ability to articulate objectives, goals, and intended outcomes while working with customers, articulating technical and non-technical information to various audiences
  • Desired background in Healthcare IT
  • Desired but not required experience with L
  • Working knowledge of enterprise software applications
  • Skilled at developing relationships with clients to become a trusted and value-added business partner
  • Proven ability to work across various level of an organization
  • Inspires team to be customer-focused, and to maintain high levels of technical competency in their individual roles

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