Experienced Customer Support Associate – Healthcare Technology and Customer Experience

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? Look no further! 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 crucial role in optimizing our service delivery model, improving response times, and enhancing the overall customer experience.

About blithequark

blithequark is a pioneering healthcare technology company that builds software to improve the quality and accessibility of healthcare. We streamline and replace manual work so clinicians can focus on what they do best: providing great care. Our mission is to change behavioral health, and we're committed to changing the way startups operate. We're a team of passionate individuals who care deeply about helping clinicians and patients, and we're looking for like-minded individuals to join our journey.

Our Culture

At blithequark, we believe that our culture is just as important as our mission. We're a team that values empathy, humor, and a growth mindset. We're not afraid to laugh together and have a good time, but we're also serious about making a difference in the lives of our customers. We prioritize in-person and hybrid work arrangements, and we're committed to building an inclusive culture that reflects the diversity of our customers and the communities we serve.

The Role

As a Customer Support Associate, you will be the primary point of contact for our customers, providing timely and effective support to ensure their success with our products and services. You will work closely with our Account Managers to ensure seamless information handoffs for strategic customer issues, and you will contribute to the development and maintenance of our knowledge base and internal resources. 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

We're looking for a customer-focused individual with a passion for delivering exceptional support experiences. The ideal candidate will have:

• 1-3 years of customer support experience, preferably in the healthcare or SaaS industries
• Strong problem-solving skills and a bias for action
• A growth mindset and a willingness to learn new skills and technologies
• An aptitude for technical learning and a natural inclination toward thorough documentation and knowledge sharing
• A customer-first mentality, with a genuine empathy for customer needs and challenges
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams

Nice to Have

While not required, we prefer candidates with healthcare or SaaS experience, particularly in revenue cycle management. If you have experience in these areas, we'd love to hear about it!

Perks & Benefits at blithequark

We're committed to providing our employees with a comprehensive benefits package that includes:

• 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

How to Apply

If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry, we'd love to hear from you! Please submit your application through the link below. Apply to this Job

Security Note

We take security seriously, and all of our employees contribute to uphold security requirements and maintain compliance with HIPAA security regulations. If you're passionate about security and compliance, we'd love to hear about it!

Inclusive Culture

We're committed to building an inclusive culture that reflects the diversity of our customers and the communities we serve. We recognize that underrepresented minorities are less likely to apply for a role if they don't think they meet all of the requirements. If that's you, we'd like to encourage you to apply regardless – we'd love to get to know you and see if there's a place for you here! Apply for this job