Customer Solutions Associate

Job Description

Job Description

BrainHi is a fast-growing Puerto Rico–based healthcare technology company. Our AI receptionist, LARA, helps medical practices and hospitals manage patient calls and appointments. The Customer Solutions Associate is the customer’s primary point of contact after purchase. You will lead onboarding, train client staff on the BrainHi platform, provide multi-channel support, and drive product adoption and satisfaction. This is a hybrid position: you will work remotely, come to our Bayamón office weekly, and visit clients on-site as needed.

Responsibilities

• Serve as the primary point of contact for assigned customers and build strong, long-term relationships.
• Lead onboarding and train customer staff on key product features and best practices.
• Conduct on-site client visits to understand their operations and provide personalized support.
• Provide support via phone, email, and chat; troubleshoot issues and escalate complex cases to technical and product teams.
• Keep customers informed throughout the resolution process and meet established SLAs.
• Monitor customer usage, identify trends, and recommend improvements, including upsell and cross-sell opportunities.
• Track customer success metrics (satisfaction, adoption, retention) and maintain accurate records in the CRM.
• Create training materials, webinars, and knowledge base content.
• Share customer feedback with the Product team to improve the platform.

Requirements

• Experience in customer service, customer success, tech support, or a related role
• Experience using a CRM such as Salesforce
• Comfortable training and presenting to groups
• Fluent in English and Spanish
• Willing to travel to client sites in Puerto Rico
• Experience in healthcare or medical offices is a plus

Benefits

• 401k
• Rewards Program
• Medical Insurance
• Internet Allowance
• Competitive PTO Package
• Annual Performance Reviews

BrainHi provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identification, transgender or bisexual status, national origin, age, disability, or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination of employment, layoffs, retirements, transfers, leaves of absence, compensation, and training.