Customer Support Representative

About UsAirPay 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 RoleAs 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 ResponsibilitiesAnswer phone calls, emails, and chatbot requests from dental clinics using AirPay softwareWork with customers to understand the inquiries andor issues they're experiencing, and help guide them through appropriate solutionsDetermine which support cases should be escalated to engineering or other teamsBuild trusting relationships with our customers by being reliable, professional, and warmOver time, the role may expand to include helping track customer experience metrics and developing trainingsQualifications1-2 years professional experience in a similar roleGood aptitude for diagnosing and troubleshooting software problemsGood communication skills; able to keep a positive attitude when dealing with a frustrated customerReliability and professionalismAdaptability and self-motivation; desire to work in a startup environment where roles sometimes shift and we sometimes encounter new and unfamiliar situationsBased 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 pensation:$60k - $85k (negotiable)0.05% - 0.15%*Temporary-to-permanent opportunities available*

Created: 2024-10-22