Customer Service Specialist

Helia is bill-only automation for healthcare. We validate contracts, pricing, and order data on both sides of a transaction—health system and supplier—before the order is placed, eliminating the manual reconciliation that slows bill-only purchasing down today. Helia has processed more than $1.2B in transactions across 150 hospitals and 180+ suppliers, with 97% of orders moving from case to invoice without manual intervention. To support our growth, we are seeking a Customer Service Specialist or Lead to serve as the first point of contact for our growing base of health systems and suppliers, delivering fast, knowledgeable support that keeps our customers confident and successful on Helia. What You Will Do As a Customer Service Specialist/Lead, you will own the customer experience for everyone who reaches out to Helia for help. Health systems, suppliers, and distributors will come to you when something is not working or when they have a question, and your job is to make sure they leave the interaction feeling genuinely taken care of. This is a foundational role. You will help build the support function from the ground up, which means your ideas about how things should work will actually get used. Over time, as the team grows, there is a clear path for the right person to step into a team lead role and help shape what this function becomes. On a day-to-day basis, you will be the person who keeps the inbox moving and the customers feeling supported. That means: Managing our customer service inbox in Intercom and making sure every inbound case gets a fast, thoughtful response Resolving common issues directly, including access and login problems, Helia how-to questions, and transaction inquiries Routing more complex cases to the right person on the team with the context they need to help quickly Spotting patterns in what customers are asking and flagging them internally, because a question that comes up five times is a signal worth paying attention to Building out our Help Center over time so customers can find answers on their own before they ever need to reach out Keeping accurate records of every interaction so the team always has a clear picture of what is happening across the customer base Partnering closely with our Field Account Managers and Implementation team. You are part of a coordinated team that takes a shared view of every customer. Experience You Will Need 3 to 5 years of experience in a customer service, customer support, or similar customer-facing role in a B2B environment Strong written communication skills with the ability to write clearly and professionally for customers who may not be technical A track record of handling inbound requests accurately, prioritizing well, and meeting response time commitments Comfortable picking up new tools quickly and working across multiple systems day to day A genuine customer-first mindset, someone who takes ownership of every interaction and does not stop at "I'll look into it" Optional Experiences We Would Love Experience in healthcare technology, health systems, medical devices, or supply chain Familiarity with Intercom or a similar customer service tool Experience contributing to or building a self-service Help Center or knowledge base Exposure to a startup or high-growth company environment where the playbook is still being written What Success Looks Like You'll own first response time and meeting service level commitments for health system and supplier accounts You'll own case resolution time and the quality of every customer interaction from open to close You'll drive customer satisfaction scores on closed cases, with a target of 4.0 or higher out of 5.0 You'll contribute to Help Center deflection, reducing inbound volume over time by turning repeat questions into self-service content You'll maintain inbox hygiene, no case goes unacknowledged, and the unassigned queue stays at zero Why Helia Your work will have a direct, visible impact on how our customers experience Helia every single day You will be part of building something, not just maintaining it There is real room to grow into a leadership role as the team scales You will be surrounded by a small team that is smart, driven, and genuinely collaborative Compensation includes a competitive base salary, a performance bonus, and equity participation for all employees We would love to find someone who is excited about what we are building and wants to grow with us. If that sounds like you, we hope to hear from you. #J-18808-Ljbffr