Senior Customer Support Specialist

Senior Customer Support Specialist At Arya Health, we're building a digital workforce for healthcare - intelligent agents that automate the busywork of scheduling, compliance, onboarding, and more, so providers can focus on patients, not paperwork. As a Senior Customer Support Specialist, you'll be one of the first people customers turn to when they need help, clarity, or confidence. You will support operators using Arya every day, troubleshoot product and workflow issues, document patterns, and help build the support function from the ground up. This is not a ticket-taker role. We need someone with startup experience who can handle customer questions with urgency, spot recurring issues, create lightweight processes, and turn frontline signal into product and customer success insight. What You'll Own Day-to-day customer support across email, chat, calls, and internal escalation channels Fast, clear resolution of product questions, workflow issues, configuration needs, and customer blockers Support documentation, help center content, macros, internal notes, and repeatable troubleshooting guides Customer issue triage and escalation in partnership with Customer Success, Deployment, Product, and Engineering Support metrics such as response time, resolution quality, recurring issue themes, and customer satisfaction The early support operating system: what gets documented, what gets escalated, and what becomes self-serve Frontline customer feedback that helps Arya improve the product and customer experience What You'll Do Respond to customer questions with speed, accuracy, warmth, and strong judgment. Investigate issues across product behavior, customer workflows, configuration, data readiness, and user expectations. Write clear support notes and customer-facing explanations that turn complexity into simple next steps. Partner with Engineering and Product to reproduce issues, clarify expected behavior, and close the loop with customers. Build the first version of Arya's support knowledge base, internal troubleshooting playbooks, and support macros. Identify recurring themes in support volume and recommend product, onboarding, or process improvements. Help Customer Success and Deployment teams spot risk, adoption blockers, and training opportunities. Represent Arya with professionalism and calm when customers are under operational pressure. What Makes You a Great Fit We have four non-negotiables for this role: Startup experience - You have worked in a fast-moving environment where you had to create process while doing the work. Customer judgment - You know how to calm a situation, ask good questions, and tell customers what is true without overpromising. Technical curiosity - You are comfortable learning software deeply, investigating issues, and partnering with technical teammates. Ownership orientation - You do not just close tickets. You improve the system so the same issue is easier next time. Beyond that, you bring: 2+ years in customer support, customer success, operations, implementation, or technical support, ideally in SaaS, healthtech, AI, automation, or another operationally complex environment. Excellent written communication with a clear, calm, customer-friendly tone. Strong organization and follow-through across multiple open issues and stakeholders. Comfort with support tools, CRMs, documentation tools, spreadsheets, and workflow software. Ability to translate customer confusion into product feedback, process gaps, or documentation improvements. Comfort working with healthcare operators, frontline teams, and busy operational leaders. A low-ego, high-initiative style and excitement about building the first version of a function. What Early Success Looks Like By Day 15 - You have completed onboarding, learned Arya's product basics, shadowed customer conversations, reviewed common support issues, and started handling lower-risk customer questions with guidance. By Day 30 - You are responding to support requests independently, documenting recurring issues, and creating the first wave of macros, troubleshooting notes, and customer-facing help content. By Day 60 - You own the day-to-day support queue, escalate clearly, and have improved at least one repeatable support workflow or documentation gap. Customer-facing teams trust your notes and follow-through. By Day 90 - Arya has a stronger support foundation: clearer playbooks, faster response patterns, better documentation, and a sharper feedback loop between customers, CS, Product, and Engineering. What We Value Think Like a Customer - Understand the pressure customers are under before proposing a solution. Find Small Wins Every Day - Improve a note, a macro, a process, or a customer moment daily. Be Prepared - Bring context, examples, and clean notes to every escalation. Communicate Simply - Make product behavior and next steps easy to understand. Be Kind - Treat customers and teammates with calm, respect, and care, especially when things are urgent. What We Offer Competitive salary + equity Health, vision, and dental benefits Flexible PTO and generous parental leave Wellhub subscription with access to premium fitness facilities and team workouts Mission-driven culture that prioritizes impact and sustainability A high-ownership seat helping define Arya's customer support experience from the ground up About Us Arya is a healthcare-focused AI and automation platform that helps operators manage their clinical and caregiving teams more efficiently. Our 24/7 digital agents automate key operational tasks across scheduling, compliance, onboarding, intake, recruiting, retention, and more. Founded by seasoned 2x entrepreneurs, we work with some of the fastest-growing healthcare operators in the U.S. and have raised from top-tier investors. Arya is proud to be an equal opportunity employer. We consider all qualified applicants regardless of gender, age, race, nationality, sexual orientation, parental status, disability, or any other protected status.