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Associate Customer Support Representative

KlaraWork from homeFull-timeWork from home
Associate Customer Support Representative

at Klara - Remote

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. It’s disconnected, siloed, antiquated, and

highly inefficient — and in worst-case scenarios, it’s even responsible for lost patient lives.

We’re trying to fix that. Klara’s 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 that’s where you come in.

We are a Series A startup that’s growing quickly, with plenty of interesting challenges to

tackle and foundations to build. It’s 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 customer’s 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!

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