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Customer Support Specialist (Central / East Coast Remote)

We are a growth stage company that creates software solutions combining lean principles, predictive and prescriptive analytics, and machine learning to transform hospital and infusion center operations. More than 180 health systems and over 685 hospitals across 49 states rely on our award-winning products to increase patient access, decrease wait times, and reduce healthcare delivery costs. We have raised more than $300 million from top-tier investors such as Bain Capital, Insight Partners, and Goldman Sachs. We have been named among the top 100 AI companies in the world.

This role is available for Remote in the following states: CT, DC, FL, GA, IL, IN, KS, LA, MD, MA, MI, MO, NH, NJ, NC, OH, PA, SC, TN, TX, VA, WI. If your state is not listed, we may not be able to proceed with your application. We have office in Charlotte, NC for employees who prefer to work regularly or occasionally from an office.

WHAT YOU’LL DO

Serve as the first point of contact and problem solver for customer issues, routing them to the correct internal team(s) when needed when questions come through our ticketing system
Work with and respond in a timely and professional manner according to our SLA
Coordinate customer responses with other members of the Customer Support and Engagement team
Train customers on application features
Monitor and identify trends in ticket volume and themes for customer request activity, and recommend opportunities to improve customer experiences
Collect and communicate customer feedback and share with appropriate team(s)
Identify areas of opportunity to streamline communication and increase standardization to address customer concerns or issues

WHAT YOU’LL BRING

Exceptional communication and organizational skills and attention detail
Professional demeanor
Effective written and verbal communication skills
Reliability—Be reliable. Be always reliable
Proficiency using computers in an office environment (MS Office, email, etc…)
Help Desk support experience
Minimum of 2 years of experience in a customer-facing role
Ability to multitask and adapt in a fast-paced, diverse and evolving environment
Bachelor’s Degree
Experience working on healthcare products/working with hospitals
Experience working in a Help Desk/Customer Support role for SaaS products

BONUS POINTS IF YOU HAVE

Experience working on healthcare products
Experience with data or analytics products
Experience working on enterprise software products
A blog, article, or any published writing is a huge plus

WHAT YOU'LL GET

Intellectual and emotional satisfaction of solving tough operational problems in healthcare while improving patient access and saving lives!
Competitive compensation package that includes base salary, annual bonus, and stock options
401(k) Match
Comprehensive healthcare benefits
Generous Paid Time Off and Parental Leave
Monthly reimbursement for Skill Building
Monthly reimbursement for Wellness, Transportation, and/or Home Office
Education Reimbursement for select courses/programs

The offered base salary will reflect careful consideration of a number of factors, including your location, skills and qualifications, prior relevant experience, internal equity and market conditions. This range may be modified in the future.

Vaccination policy

We have an obligation to protect our employees, our customers, and the patients of our customers. Therefore employees are required to be vaccinated to work from the office, attend in-person company events, or to travel on behalf of the company.

Candidates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

LeanTaaS is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. We value diversity, inclusion, and aim to provide a sense of belonging for everyone. All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you require assistance during the application process, please reach out to accommodations@leantaas.com. LeanTaaS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

Please note: LeanTaaS is not accepting agency resumes at this time, and we are not responsible for any fees related to unsolicited resumes. Thank you.

LeanTaaS Glassdoor Company Review

3.6