**Experienced Customer Support Associate – Delivering Exceptional Experiences in Healthcare**

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark, a pioneering healthcare technology company, as our inaugural Customer Support Specialist. In this role, you will be the central point of contact for our customers, providing top-notch support and guidance to help them succeed. **About blithequark** blithequark is revolutionizing the healthcare industry by building software that improves the quality and accessibility of care. Our mission is to empower clinicians to focus on what they do best – providing great care – by streamlining and replacing manual work. With a strong focus on innovation and customer satisfaction, we're committed to changing the way startups operate and making a lasting impact on the healthcare landscape. **Our Culture** At blithequark, we're not just building software; we're building a community that shares our passion for improving healthcare. Our culture is built on a few key principles: * We're customer-obsessed: We genuinely care about our customers' needs and challenges, and we're dedicated to delivering exceptional support experiences. * We're a team of problem-solvers: We're not afraid to dive head-first into ambiguous problems and get our hands dirty to find solutions. * We're lifelong learners: We approach unknowns with excitement and a penchant for learning new skills and technologies to solve new operational challenges. **The Role** As our inaugural Customer Support Specialist, you will play a critical role in optimizing our service delivery model, improving response times, and enhancing the overall customer experience. Your responsibilities will include: * Directly owning customer inquiries and investigation requests, resolving cases independently with knowledge documents, macros, or input from cross-functional teams * Diagnosing operational and financial issues from our customers, escalating complex cases to appropriate team members * Developing and maintaining Standard Operating Procedures (SOPs) for common customer support scenarios * Creating and optimizing workflows to streamline customer support processes, with an eye toward improving response times * Collaborating with Account Managers to ensure seamless information handoffs for strategic customer issues * Contributing to knowledge base development and maintenance for both internal and customer-facing resources * Working closely with Implementation, SMB, and Enterprise teams to ensure consistent support throughout the customer lifecycle * Analyzing support metrics to identify improvement opportunities and enhance team efficiency **What We're Looking For** To succeed in this role, you'll need to possess: * A customer-first mentality: Genuine empathy for customer needs and challenges, with a passion for delivering exceptional support experiences and always advocating for the customer perspective * A bias for action: A drive to dive in head-first into ambiguous problems, and to get hands dirty to find solutions. Not afraid to dig for answers! * A growth mindset: A mentality of approaching unknowns with excitement, a penchant for learning new skills and technologies to solve new operational challenges * Aptitude for technical learning: An ability to quickly ramp up on new technical and product topics, with a natural inclination toward thorough documentation and knowledge sharing **Nice to Have** While not required, healthcare or SaaS experience, particularly in revenue cycle management, is a plus. **Perks & Benefits at blithequark** We're committed to providing a comprehensive benefits package that supports your physical, mental, and financial well-being. Some of the perks and benefits you can expect include: * Comprehensive Health Coverage: Medical, dental, and vision plans with nationwide coverage, including 24/7 virtual urgent care. * Mental Health Support: Weekly therapy reimbursement up to $100, so you can prioritize the care that works best for you. * Paid Parental Leave: Up to 12 weeks of fully paid time off for new parents (birth, adoption, or foster care). * Financial Wellness: 401K (traditional & Roth), HSA & FSA options, and monthly commuter benefits for NYC employees. * Time Off That Counts: 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. * Fitness Stipend: $100/month to use on fitness however you choose. * Hybrid Flexibility: In NYC? We work in the office 3–5x/week, with flexibility when life happens. Fridays are remote-friendly. **Join Our Team** If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry, we invite you to join our team at blithequark. Apply today and become a part of our mission to change the way startups operate and improve the quality and accessibility of care.