Customer Support Specialist

The backbone of the healthcare system is communication — between patients and their doctors, among healthcare teams, and even between practices and third-party providers like pharmacies, labs, and insurance companies. 

But healthcare communication today is broken. It’s disconnected, siloed, antiquated, and highly inefficient… we’re trying to fix that.

Klara’s mission is to transform communication in healthcare, so every patient can receive great care. 

We believe that the future of healthcare will be amazing. It will be patient-centric and truly connected — so medical teams can work together easily, information can be shared between people and systems seamlessly, and patients can always get the high-quality care that everyone deserves.

Our mission is big, and our team is still growing. And that’s where you come in.

Having recently joined the ModMed family, we are well funded and growing quickly, with plenty of interesting challenges to tackle and foundations to build. It’s an entrepreneurial environment filled with opportunities for personal growth, where there is no shortage of projects to own or game-changing ideas to suggest. We are autonomous, data-driven, humble, and transparent. We have a healthy irreverence for the status quo and a relentless passion for making our users’ lives better. And we believe the power of a talented team can accomplish anything — even revolutionizing healthcare.

About the Role:

We are hiring a Customer Support Specialist that works in coordination with our Customer Success Team to provide an exceptional customer experience while investigating issues, providing solutions, and contributing to the success of Klara’s users. This role embodies Klara’s core values: “Our users always come first,” “We’re driven to improve people’s lives,” and “We’re in this together.” This role is an expert on the Klara product, and be an advocate for the needs and concerns of our users. The work you do directly impacts Klara’s success and the efficiency of the business.

Responsibilities:

• Function as a subject matter expert on Klara’s software products.
• Coordinate across departments to provide support through all stages of the customer’s journey.
• Execute an exceptional customer support experience- including responding quickly to questions (via email and online chat) and following up on reported issues. 
• Investigate bugs and file tickets with our Engineering team when appropriate.
• Collect customer feedback and advocate customer needs cross-functionally.
• Identify patterns in support interactions; then take appropriate action to address these patterns.
• Help out with various Customer Success projects as needed.

Requirements:

• Work on the west coast and in the Pacific Time Zone (PT)
• Have 3+ years of experience in a support role.
• Have a basic knowledge of web technologies, including knowledge working with mobility focused applications
• Have an aptitude for digesting and communicating technical concepts across audiences of varying technical ability. 
• Excel at identifying problems, discovering root causes, and working quickly to find long-term solutions.
• Communicate with a professional, upbeat, and friendly tone. 
• Prioritize well, especially while under pressure.
• Appreciate being able to work autonomously.

We Offer:

• Extensive career and growth opportunities in a fast-growing technology and health care area
• The opportunity to work cross-functionally and closely with senior leadership, not only in the Berlin office but also with New York
• The ability to tap into our investor network (i.e. FirstMark / Google gradient / Project A) to consult with and learn from industry pioneers
• Competitive compensation package
• Amazing culture
• Personal education budget
• Monthly budget for team events (team building, lunches, happy hours...)
• Generous vacation policy
• Top-of-the-line Macbook with powerful specs
• Remote work opportunities