Customer Operations Associate - Integrations

Job Description

About Us

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At AirPay, we are on a mission to improve the consumer experience for dental patients.  We are growing rapidly, partnering with top dental provider groups and insurance carriers.  Our company is backed by top tier VC’s led by IA Ventures along with the founders of Flatiron Health, Clover Health, Shutterstock and more. 

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We are committed to delivering exceptional customer service and building lasting relationships with our users. We’re looking for a dynamic and motivated Customer Operations Associate to join our team and help us maintain our high standards of customer care.

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About the Role

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As a Customer Operations Associate focused on Integrations, you will work directly with the thousands of dental clinics using AirPay software. In this role, you will work closely with customers to guide the integration set-up process, troubleshoot issues, report on the overall health of integrations, and ensure customers can maximize the value of our solution.  You will partner with Sales, Customer Success, and the Engineering team to deliver a seamless customer onboarding experience.  Your expertise will directly impact customer satisfaction, retention, and product adoption.  

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This is an in-person role based out of our New York City office, with flexibility for some remote work.

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Key Responsibilities

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• Collaborate with customers to understand their system integration needs and guide them through the setup for a variety of systems
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• Provide step-by-step support for customers integrating our platform with their existing systems and third-party software
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• Create and maintain clear and concise documentation for integration processes and best practices, and identify ways to improve the overall process
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• Respond to customer queries related to integration setup, or post-live issues, troubleshooting and resolving problems efficiently
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• Assist customers in optimizing their integrations and use of the platform to ensure they are fully realizing the potential value of the solution
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• Perform data analysis to identify areas of improvement for functionality related to integrations
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• Regularly report on integration health across range of customers
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• Escalate complex technical issues to the appropriate internal teams (engineering, customer success, etc.) and act as a liaison to ensure timely resolution
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• Work closely with sales, engineering, and customer success teams to ensure customer needs are being met, keeping them informed of progress and completing integration set-up in a timely manner
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Skills & Qualifications

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• 2+ years in a client-facing role, ideally focused on technical support or integration
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• Technically savvy with a strong understanding of data flow between systems, data pipelines, and table structures for downstream analysis
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• Excellent troubleshooting skills with the ability to diagnose and resolve customer issues, both independently and in collaboration with customer-facing teams
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• Strong written and verbal communication skills; ability to explain complex ideas in simple terms and translate them for both technical and non-technical audiences
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• Strong time management & prioritization skills as this role works on multiple customers & integrations concurrently
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• Adaptability and self-motivation; desire to work in a startup environment where roles may shift and learning curves will need to quickly be navigated 
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• Strong work ethic. We are committed to excellence, so we work harder and smarter.
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• Believes that work should be enjoyable. We are a close-knit team and care about having fun at work — we want you to feel the same.
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• Mission-oriented with an interest in healthcare & fintech, and eager to be part of solving America’s healthcare crisis
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• Based in NYC or willing to relocate, and able to work in the office at least 3 days a week.
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Please note that you must be legally authorized to work in the U.S. for this position.

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Compensation:

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$80k – $110k + equity