Job Description
This is a remote position.
At AirPay, we are on a mission to improve the consumer experience for dental patients. We are growing rapidly, partnering with top dental provider groups and insurance carriers. Our company is backed by top tier VC’s led by IA Ventures along with the founders of Flatiron Health, Clover Health, Shutterstock and more.
We are committed to delivering exceptional customer service and building lasting relationships with our users. We’re looking for a dynamic and motivated Customer Support Specialist to join our team and help us maintain our high standards of customer care.
About the Role
As a Customer Support Specialist, you will work directly with the thousands of dental clinics using AirPay software. You’ll provide a great experience for customers that need help with the product, educating them on how to navigate the functionality, and also diagnosing and troubleshooting issues they are experiencing. You will help triage and prioritize requests, and escalate to technical teams if more detailed technical debugging is needed. Our team is still small and growing, so there will be lots of opportunities to grow with the role.
This role will provide coverage to our west coast customers with adjusted hours ending at 6pm PT / 9pm ET. We are open to remote candidates across the US and/or NYC-based candidates who are willing to work until 9pm ET.
Please note that you must be legally authorized to work in the U.S. for this position.
Key Responsibilities
Respond to initial customer inquiries that come in via phone, email, and chat from dental clinics using AirPay software
Assist customers in troubleshooting issues they may be experiencing, offering step-by-step guidance & solutions
Build trusting relationships with our customers by being reliable, professional, and warm
Maintain up-to-date knowledge of our products, features, and updates to effectively answer customer questions
Identify common customer issues, escalate complex cases to customer success team or engineering, track them through to resolution, and keep customers informed of progress
Update & improve internal knowledge base documenting common resolutions
Requirements
3-5 years professional experience in a similar role
Strong critical thinking and problem-solving abilities
Strong written and verbal communication skills; ability to explain complex ideas in simple terms & ability to maintain a positive attitude while addressing all types of client inquiries
Adaptability and self-motivation; desire to work in a startup environment where roles may shift and we may encounter new and unfamiliar situations
Strong work ethic. We are committed to excellence, so we work harder and smarter.
Believes that work should be enjoyable. We are a close-knit team and care about having fun at work — we want you to feel the same.
Mission-oriented with an interest in healthcare & fintech, and eager to be part of solving America’s healthcare crisis