Customer Experience Associate
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Job Description
Join Silna Health as a Customer Experience Associate supporting healthcare providers with exceptional service. Shape the customer support function in a rapidly growing startup environment.
Responsibilities:
- 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
Requirements:
- 1-3 years of experience in customer support, customer success, or related fields
- Demonstrated ability to handle complex customer issues with empathy and efficiency
- Strong project management skills with experience building processes from scratch
- Experience working in fast-paced, growth-stage environments
- Familiarity with support ticketing systems and customer communication tools
- High empathy - Genuinely care about customer success and can understand their perspective
- Operational excellence - Detail-oriented with a systematic approach to problem-solving
- Cross-functional collaboration - Work effectively across teams to drive customer-centric solutions
- Superb communication skills - Adapt tone and style to different customer needs and situations
- Product-minded - Think beyond individual tickets to identify broader improvement opportunities
- Thrives in ambiguity - Comfortable building processes and solving problems in an evolving environment
Benefits:
- Ground-floor opportunity to build the customer support function at a rapidly growing startup
- Work directly with customers who genuinely value our mission to improve healthcare
- Chance to make a meaningful impact on healthcare delivery through exceptional customer experiences
- Fast-paced, dynamic environment that rewards initiative and customer obsession
- Opportunity to shape how we serve the healthcare providers who depend on us
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