Customer Support Specialist

ABOUT ARTERA

Our Mission: Make healthcare #1 in customer service.

What We Deliver: Artera, a SaaS leader in digital health, transforms patient experience with AI-powered virtual agents (voice and text) for every step of the patient journey. Trusted by 1,000+ provider organizations — including specialty groups, FQHCs, large IDNs and federal agencies — engaging 100 million patients annually. Artera's virtual agents support front desk staff to improve patient access including self-scheduling, intake, forms, billing and more. Whether augmenting a team or unleashing a fully autonomous digital workforce, Artera offers multiple virtual agent options to meet healthcare organizations where they are in their AI journey. Artera helps support 2B communications in 109 languages across voice, text and web. A decade of healthcare expertise, powered by AI. 

Our Impact: Trusted by 900+ provider organizations — including specialty groups, FQHCs, large IDNs and federal agencies — engaging 100 million patients annually. 

Our award-winning culture: Our award-winning culture: Since founding in 2015, Artera has consistently been recognized for its innovative technology, business growth, and named a top place to work. Examples of these accolades include: Inc. 5000 Fastest Growing Private Companies (2020, 2021, 2022, 2023, 2024); Deloitte Technology Fast , 2022, 2023, 2024); Built In Best Companies to Work For (2021, 2022, 2023, 2024, Artera has also been recognized by Forbes as one of "America's Best Startup Employers," Newsweek as one of the "World's Best Digital Health Companies," and named one of the top "44 Startups to Bet your Career on in 2024" by Business Insider.

Are you a naturally curious, energetic problem-solver who thrives on helping people succeed? We're looking for a Customer Support Specialist to be a critical bridge between our customers and our product.

In this role, you won't just answer questions—you'll dive deep to understand root causes, transform complex issues into simple solutions, and deliver a truly world-class support experience. You'll work directly with our Manager of Customer Support and collaborate with a passionate, expert team that celebrates wins and works together on challenges.

This position is more than a stepping stone; it's a launchpad for your career. This experience will give you unparalleled, firsthand insight into customer challenges and product functionality, preparing you for higher-level roles in a variety of high-demand fields.

Responsibilities

• Become a Product Expert: Quickly master our SaaS platform and a suite of internal troubleshooting and business analytics tools to accurately diagnose, resolve, and articulate solutions for complex technical challenges.
• Own the Solution: Manage and drive to completion a queue of customer support items, focusing on root-cause analysis and clear, concise documentation of every resolution.
• The Voice of the Customer: Serve as a critical feedback loop to our Customer Success, Product and Engineering teams, providing direct, data-informed insights on product performance.
• Strategic Escalation: Know when and how to strategically hand off critical, unresolved issues to specialized internal teams, including software engineers and customer success leaders, ensuring a seamless experience for the customer.
• Process Innovator: Actively identify gaps and propose improvements for our customer support processes, tools, and technologies to increase team efficiency and customer satisfaction.
• Documentation & Knowledge Sharing: Collaborate with the Customer Success team to create and maintain high-quality knowledge base articles and documentation that clearly explain key product functionality for both internal and external use.
• Master of Prioritization: Expertly prioritize and manage multiple concurrent complex cases, ensuring that urgent issues are resolved quickly while maintaining progress on ongoing projects.

Requirements

• 2+ Years of Experience: Proven track record with 2 or more years of experience in a customer-facing support role (e.g., Customer Support, Technical Support, or Customer Success), preferably within a cloud-based SaaS or IT environment.
• Technical Troubleshooting: Demonstrated ability to perform robust technical troubleshooting across various domains, including browser/web-based applications, database concepts (SQL knowledge is a plus), and telecommunication technologies.
• Customer-Centric Background: A genuine passion for delivering exceptional service and prioritizing the customer experience in every interaction.
• Ticketing System Proficiency: Hands-on experience using a major ticketing system (e.g., Salesforce Service Cloud, Jira, Zendesk) to manage, track, and resolve support cases.
• Organizational Excellence: Strong attention to detail, highly organized, and an ability to multitask effectively while managing a high volume of complex items simultaneously.
• Availability: Able to work during standard business hours, Monday through Friday, 8:00 AM – 5:00 PM PDT.

Bonus

• Healthcare Technology Expertise: Direct experience working within a healthcare-related field or with Healthcare IT systems.
• Healthcare Interface Knowledge: Familiarity with healthcare interface standards, particularly HL7, as well as common EHR/EMR systems like Cerner, Meditech, or Ochin.
• Advanced Technical Skills: Hands-on experience with database troubleshooting (e.g., querying or diagnosing performance issues) and/or knowledge of AWS (Amazon Web Services) environments.

$66,000 - $84,000 a year The compensation for this role will be based on level of experience and the geographic tier in which you are located. This position also comes with equity and a variety of benefits.
Tier 1 Salary: $74,000 - $84, Non-Tier 1 Salary: $66,000 - $75,000

OUR APPROACH TO WORK LOCATION

Artera has hybrid office locations in Santa Barbara, CA, and Philadelphia (Wayne), PA, where team members typically come in three days a week. Specific frequency can vary depending on your team's needs, manager expectations and/or role responsibilities.

In addition to our U.S. office locations, we are intentionally building geographically concentrated teams in several key metropolitan areas, which we call our "Hiring Hubs." We are currently hiring remote candidates located within the following hiring hubs:

- Boston Metro Area, MA

- Chicago Metro Area, IL

- Denver Metro Area, CO

- Kansas City Metro Area (KS/MO)

- Los Angeles Metro Area, CA

- San Francisco / Bay Area, CA

- Seattle Metro Area, WA

This hub-based model helps us cultivate strong local connections and team cohesion, even in a distributed environment. 

To be eligible for employment at Artera, candidates must reside in one of our hybrid office cities or one of the designated hiring hubs. Specific roles may call out location preferences when relevant.

As our hubs grow, we may establish local offices to further enhance in-person connection and collaboration. While there are no current plans in place, should an office open in your area, we anticipate implementing a hybrid model. Any future attendance expectations would be developed thoughtfully, considering factors like typical commute times and access to public transit, to ensure they are fair and practical for the local team.

WORKING AT ARTERA 

Company benefits - Full health benefits (medical, dental, and vision), flexible spending accounts, company paid life insurance, company paid short-term & long-term disability, company equity, voluntary benefits, 401(k) and more 

Career development - Manager development cohorts, employee development funds

Generous time off - Company holidays, Winter & Summer break, and flexible time off

Employee Resource Groups (ERGs) - We believe that everyone should belong at their workplace. Our ERGs are available for identifying employees or allies to join. 

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

Artera is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at Artera are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status. 

Artera is committed to providing employees with a work environment free of discrimination and harassment; Artera will not tolerate discrimination or harassment of any kind.

Artera provides reasonable accommodations for applicants and employees in compliance with state and federal laws. If you need an accommodation, please reach out to

DATA PRIVACY

Artera values your privacy. By submitting your application, you consent to the processing of your personal information provided in conjunction with your application. For more information please refer to our Privacy Policy.

SECURITY REQUIREMENTS

All employees are responsible for protecting the confidentiality, integrity, and availability of the organization's systems and data, including safeguarding Artera's sensitive information such as, Personal identifiable Information (PII) and Protected Health Information (PHI). Those with specific security or privacy responsibilities must ensure compliance with organizational policies, regulatory requirements, and applicable standards and frameworks by implementing safeguards, monitoring for threats, reporting incidents, and addressing data handling risks or breaches.

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