Customer Support Specialist

2 weeks ago

New York, United States AirPay Inc. Full time

About Us

AirPay is on a mission to improve the consumer experience for dental patients.

We are growing rapidly, partnering with top dental provider groups and insurance carriers.

Our company is backed by top tier VC's led by IA Ventures along with the founders of Flatiron Health, Clover Health, Shutterstock and more.

About the Role

As Customer Experience Representative, you will work directly with the thousands of dental clinics using AirPay software. You'll provide a great experience for customers that need help with the product, diagnosing and troubleshooting issues they are having. You will help triage and prioritize requests, and escalate to technical teams if more detailed technical debugging is needed. Our team is still small and growing, so there will be lots of opportunities to grow with the role.

This is an in-person role based out of our New York City office, with flexibility for some remote work.

Key Responsibilities

  • Answer phone calls, emails, and chatbot requests from dental clinics using AirPay software
  • Work with customers to understand the inquiries and/or issues they're experiencing, and help guide them through appropriate solutions
  • Determine which support cases should be escalated to engineering or other teams
  • Build trusting relationships with our customers by being reliable, professional, and warm
  • Over time, the role may expand to include helping track customer experience metrics and developing trainings

Qualifications

  • 1-2 years professional experience in a similar role
  • Good aptitude for diagnosing and troubleshooting software problems
  • Good communication skills; able to keep a positive attitude when dealing with a frustrated customer
  • Reliability and professionalism
  • Adaptability and self-motivation; desire to work in a startup environment where roles sometimes shift and we sometimes encounter new and unfamiliar situations
  • Based in NYC or willing to relocate, and able to work in the office at least 3 days a week.
  • Passionate about AirPay's mission. Mission-oriented with an interest in healthcare & fintech, and eager to be part of solving America's healthcare crisis.
  • Strong work ethic. We are committed to excellence, so we work harder and smarter.
  • Believes that work should be enjoyable. We are a close-knit team and care about having fun at work - we want you to feel the same. Passionate about building a world-class team and culture.

Please note that you must be legally authorized to work in the U.S. for this position.

Compensation:

$60k - $85k (negotiable)

0.05% - 0.15%

*Temporary-to-permanent opportunities available*

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