Customer Support Specialist – Healthcare Industry Expertise

At arenaflex, we're revolutionizing the way healthcare professionals interact with patients and each other. Our cutting-edge AI-powered platform is transforming clinical documentation efficiencies, enabling clinicians to focus on what matters most – their patients. As a Customer Support Specialist, you'll play a vital role in scaling our customer support team and delivering exceptional experiences to our users.

About arenaflex

arenaflex was founded in 2018 with a mission to power deeper understanding in healthcare. Our innovative technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we're the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we're setting the industry standards for the responsible deployment of AI across health systems.

Our Team

We're a growing team of passionate individuals, including practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers. Our offices are located in the SoHo neighborhood of New York, the Mission District in San Francisco, and East Liberty in Pittsburgh. We're committed to delivering exceptional products, services, and experiences to our customers, and we're looking for highly motivated Customer Support Specialists to join our team.

The Role

As a Customer Support Specialist, you'll be responsible for responding to customers with care and accuracy while helping build our support department to meet the growing demands of our business. You'll set the standard for what incredible customer experience looks like at arenaflex, both with our enterprise and individual customers. Your primary responsibilities will include:

• Delighting our arenaflex users (and co-workers!) every day by providing timely support in troubleshooting problems and answering questions
• Providing user feedback to our product and operational teams to identify pain points and advocate for the user experience
• Navigating our CRM tool to communicate with users, appropriately track contacts and resolutions for data analysis
• Digging deep and being curious about solving complex issues

What You'll Bring

To succeed in this role, you'll need:

• A 2+ year track record as Tier 1 or Lead in a Customer Service Support role, ideally in a technology support-focused team
• A love for interacting with customers and a willingness to work hard
• Great spoken and written communication skills, with the ability to explain technical troubleshooting in an easy-to-understand manner
• Extremely organized, with the ability to manage multiple priorities at once while maintaining attention to detail and quality
• A results-driven approach, with a focus on speed and efficiency
• A willingness to thrive in a fast-paced environment and adapt to changing priorities
• Excellent computer skills and comfort with technology

Ideally, You Have

* Familiarity with systems requiring strict adherence to privacy and security protocols (Healthcare is a plus!)

• Experience working in CRM/Ticketing systems with rigorous tracking

Work Environment and Culture

This is a remote full-time, hourly role with a schedule of Monday through Friday, 8:30 AM – 5:30 PM PST. As a Customer Support Specialist, you'll have the opportunity to work with a talented team of individuals who are passionate about delivering exceptional customer experiences. Our culture is built on empathy, ownership, and a commitment to making a meaningful impact in the healthcare industry.

Compensation and Benefits

The hourly rate for this role is based on geographic location and ranges as follows:

• Geo 1: $48/hour
• Geo 2: $43/hour
• Geo 3: $41/hour

arenaflex offers a comprehensive benefits package, including:

• Generous Time Off: 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
• Comprehensive Health Plans: Medical, Dental, and Vision plans for all full-time employees, with 100% premium coverage for employees and 75% for dependents
• Paid Parental Leave: 16 weeks paid parental leave for all full-time employees
• 401k and Matching: Contribution matching to help invest in your future
• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits
• Learning and Development Budget: Yearly contributions for coaching, courses, workshops, conferences, and more
• Sabbatical Leave: 30 days of paid Sabbatical Leave after 5 years of employment
• Compensation and Equity: Competitive compensation and equity grants for full-time employees

Diversity & Inclusion

arenaflex is an equal opportunity employer, committed to diversity and inclusion. We actively welcome applicants from all backgrounds, including but not limited to race, gender, educational background, and sexual orientation.

Staying Safe – Protect Yourself from Recruitment Fraud

We're aware of individuals and entities fraudulently representing themselves as arenaflex recruiters and/or hiring managers. arenaflex will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the arenaflex recruiting team will come from an @arenaflex.com email address. Please exercise caution and cease communications if something feels suspicious about your interactions.

How to Apply

If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry, we encourage you to apply for this role. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply for this job