• Deliver exceptional, empathetic support to healthcare providers who rely on our platform • Manage increasing ticket volume with operational excellence and attention to detail • Understand customer needs and identify opportunities to improve their experience • Serve as the voice of the customer internally, advocating for their needs and pain points • Triage and prioritize tickets, identifying which require escalation to specialized teams • Handle tickets efficiently while maintaining high-quality, personalized responses • Build and maintain response templates that ensure consistency and efficiency • Develop processes and workflows that scale with our growing customer base • Work closely with Product, Engineering, and Operations teams to address systemic issues • Translate customer feedback into actionable insights for product improvements • Collaborate on building out our help center and self-service resources • Partner with teams to minimize support needs through proactive solutions • Master various communication tones appropriate for different customer situations • Create clear, empathetic responses that resolve issues and build customer confidence • Document common issues and solutions to improve knowledge sharing • Build processes that ensure no customer inquiry falls through the cracks