About the job
Join Our Growing Team at Silna Health
Silna Health is on an exciting journey of rapid expansion, and we are currently looking for a dedicated Customer Experience Associate to be part of our mission-driven team. This is an exceptional opportunity for an empathetic individual with a strong operational background to play a pivotal role in enhancing our customer support framework. You will be responsible for understanding customer needs, mastering effective communication, and efficiently managing support tickets with care and professionalism.
Reporting directly to our leadership team, you will act as a passionate advocate for our customers, collaborating across departments to reduce support demand and develop self-service solutions. Your contributions will be crucial in establishing a robust customer support function at a fast-growing startup.
Key Responsibilities
Provide outstanding, empathetic support to healthcare providers using our platform.
Efficiently manage increasing ticket volumes with precision and care.
Identify customer needs and areas for enhancing their experiences.
Act as the internal voice for customers, advocating for their interests and challenges.
Operational Excellence
Prioritize and triage support tickets, escalating issues to specialized teams as needed.
Provide personalized responses while handling tickets efficiently.
Create and maintain response templates for consistency and efficiency.
Develop scalable processes and workflows to accommodate our growing customer base.
Cross-Functional Collaboration
Collaborate with Product, Engineering, and Operations teams to address and resolve systemic issues.
Transform customer feedback into actionable insights for product enhancements.
Partner in developing our help center and self-service resources.
Work with teams to proactively minimize support needs through innovative solutions.
Communication & Documentation
Adapt communication styles to suit various customer scenarios.

