Customer Success Representative

ABOUT FREED

Clinicians are the heart of our healthcare system, but they are struggling more than ever. Overworked, underpaid, and burdened with administrative tasks, clinician burnout and shortages are at an all-time high. At Freed, we believe that we can reverse this trend by building products that combine absolute clinician obsession with the latest AI technologies.

Freed is a revolutionary platform that automatically generates medical documentation for clinicians, freeing them to focus on what really matters - their patients. Since our launch in mid-May 2023, we've experienced exponential growth and received an overwhelmingly positive response from the clinician community:

• Over 10,000 paying customers and $10M in ARR
• Over 35,000 patient encounters daily

We invite you to explore our testimonials page to see the incredible impact Freed is making in the healthcare industry.

ABOUT THE ROLE

We are seeking a highly motivated and detail-oriented Customer Success Representative to join our team. The ideal candidate will be passionate about customer satisfaction and possess excellent communication skills. As a Customer Success Representative, you will be responsible for managing support tickets, addressing customer inquiries, and ensuring timely resolution of issues.

HOW YOU’LL HAVE IMPACT

• Efficiently manage incoming support tickets through our ticketing system, prioritizing based on urgency and impact on customer satisfaction.
• Respond promptly and professionally to customer inquiries via email, phone, or live chat, providing clear and concise solutions.
• Collaborate with cross-functional teams, including technical support and product development, to resolve complex issues and escalate as necessary.
• Proactively identify trends and patterns in customer issues to prevent recurrence and improve overall product/service quality.
• Educate customers on product features, best practices, and troubleshooting techniques to enhance their experience and drive adoption.
• Maintain accurate records of customer interactions and resolutions in our CRM system.
• Continuously strive to meet and exceed customer satisfaction goals and metrics.

WHAT YOU’LL BRING

• Bachelor's degree in Business Administration, Communications, or related field preferred.
• Previous experience in a customer-facing role, ideally in customer support or success.
• Excellent communication and interpersonal skills, with the ability to convey technical information in a clear and understandable manner.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using customer support software and CRM systems.
• Ability to thrive in a fast-paced environment and adapt to evolving priorities.
• A customer-centric mindset with a passion for delivering exceptional service.

WHAT WE WILL BRING

• Competitive salary and equity in a high-growth company.
• Opportunity to make an immediate impact.
• Medical, dental, and vision benefits for US-based employees.
• Unlimited PTO.
• Company-sponsored annual retreats.
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