: Associate Customer Support Representative

Company Description:

The backbone of the healthcare system is communication between patients and their

doctors, among healthcare teams, and even between practices and third-party providers

like pharmacies, labs, and insurance companies.

 

But healthcare communication today is broken. Its disconnected, siloed, antiquated, and

highly inefficient and in worst-case scenarios, its even responsible for lost patient lives.

Were trying to fix that. Klaras mission is to transform communication in healthcare, so all

patients can receive great care.

 

We believe that the future of healthcare will be amazing. It will be patient-centric and truly

connected so medical teams can work together easily, information can be shared

between people and systems seamlessly, and patients can always get the high-quality care

that everyone deserves.

 

Though our mission is big, our team is still small. And thats where you come in.

We are a Series A startup thats growing quickly, with plenty of interesting challenges to

tackle and foundations to build. Its an entrepreneurial environment filled with opportunities

for personal growth, where there is no shortage of projects to own or game-changing ideas

to suggest. We are autonomous, data-driven, humble, and transparent. We have a healthy

irreverence for the status quo, and a relentless passion for making our users lives better.

And we believe in the power of a talented team that can accomplish anything even

revolutionizing healthcare.

 

About the Role:

The Customer Success team at Klara is responsible for onboarding and relationship

management throughout the customers lifecycle. Experience is our top priority and a large

part of this is ensuring that customer questions, issues, and concerns are addressed in a

timely and adoption driven manner. In this role, you will report to the Head of Customer

Success.

 

A Customer Experience Associate will be expected perform the following:

Deliver exceptional customer service through phone, email, and live chat, constantly

striving to make things better, faster and smoother for the customers.

Take a service- and solution-oriented approach to all interactions, using strong

judgment to balance being policy-driven with making it right for the customer

Advocate on behalf of the customer to ensure a consistent and valuable experience

for each customer

Recommend product improvements based on customer feedback, using both

qualitative stories and quantified data

Liaise cross-departmentally between Customer Experience, Operations, Marketing

and Product teams

Identify opportunities and drive solutions to enable efficiency, specifically thinking

about automation and improved back office tools for your team

 

Requirements:

1+ years in customer service or a service-oriented role (at a startup is a major plus)

Ability to communicate clearly, confidently, and enthusiastically via phone, email, and

chat

Strong judgment and a service- and solution-oriented approach

You are skilled at managing ambiguous situations

You have excellent written communication skills

You have a desire to influence and change processes in a fast-paced startup

environment

Experience with process improvement and development.

Ability to work diligently through tickets, requests, queues in order to hit defined

productivity metrics.

Resourcefulness!

Full-time

Employee Testimonials

Account Executive
Mary Ellen
Account Executive

I think the reason everyone is so good at motivating and listening is because of our openness with each other — you are constantly getting feedback and support from your teammates. If you can trust your team, that means you can listen to them when they’re giving feedback and use that feedback to improve. And when we win? We celebrate those wins really well.

Product Manager
Dan
Product Manager

I see our team as a group of explorers, bravely sailing for a new world. We have many of the tools we need to succeed, but we never know what’s coming up on the horizon. So we are constantly learning, trying new things, and iterating — with hits and misses along the way.

Software Engineer
Rhythm
Software Engineer

Healthcare is only going to continue to become more complex —technology providers are the ones who will ultimately solve the problems of the healthcare industry in the years ahead. We have to put patients first. As a Software Engineer at Klara, I get to be at the forefront of that.

Tech Leader
Semjon
Tech Leader

I’m motivated by the technical challenges we face from time to time. That includes integration with new systems, application of new technologies, and updates to the current tech stack. No two days are the same here — and with all of these initiatives going on, the engineering team stays up to date on the best trends across the technological landscape.