Brellium

Customer Support Associate

Brellium

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $75,000 - $85,000 per year

About the role

  • You resolve customer issues in Intercom with completeness and clarity, ensuring no context is lost and every loop is closed before marking a ticket resolved.
  • You manage ticket volume and response SLAs with self-directed discipline, prioritizing urgently and never requiring reminders to stay current on your queue.
  • You communicate in a style matched to the customer's technical fluency and emotional state, shifting tone and detail level fluidly between frustrated users, engineering teams, and executive stakeholders.
  • You build deep knowledge of Brellium's platform, compliance frameworks, and EMR integrations so you can troubleshoot effectively and resolve issues efficiently without unnecessary engineering escalations.
  • You identify patterns across multiple tickets and surface them to the team as actionable process or documentation improvements, not waiting to be asked.
  • You dig into technical problems and develop a sharp instinct for what you can solve versus what needs to be escalated.
  • You log ticket data accurately, track core metrics like first-contact resolution and response time, and proactively surface patterns and recurring issues to the team lead before they become bigger problems.
  • You design and document systems in Intercom or support workflows that make your own job more efficient and improve the overall customer experience.
  • You structure your own workflow and ticket tracking so that nothing falls through the cracks, flagging follow-ups, setting reminders, and managing your own accountability without external prompts.
  • You develop and maintain knowledge base articles, internal documentation, and workflow improvements that help customers help themselves and reduce repeat ticket volume over time.
  • You collaborate with Customer Success and Engineering by presenting customer insights persuasively, backed by specific examples and data, so they understand the impact and prioritize accordingly.
  • You're not satisfied with simply maintaining the status quo: you're always looking for ways to make things better, whether that's a smarter workflow, a clearer article, or a more efficient process.

Requirements

  • 0–2 years of experience in a customer-facing role
  • Experience with support ticketing systems (Intercom is ideal; Zendesk or similar systems are fine)
  • Demonstrated ability to stay organized and manage multiple open tasks or requests at once without dropping the ball
  • Strong written communicator — clear, empathetic, and able to stay calm and professional under pressure
  • Able to adapt your communication style to different audiences, from clinical staff to operations leads, and everyone in between
  • A strong sense of ownership: you manage your own queue, stay on top of deadlines, and own your mistakes without defensiveness
Benefits
  • 401(k) Retirement Savings Plan
  • Equity Compensation
  • Dinner Provided via DoorDash & stocked kitchen for NY employees
  • Medical, Dental, and Vision coverage of up to 100% premiums for you and your family
  • HSA / FSA
  • 11 paid holidays each year
  • Unlimited PTO
  • Training and professional development
  • Hybrid Work Schedule (4 days onsite, 3 if located > 1 hour away)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ticket managementissue resolutiondata loggingworkflow designdocumentation developmentpattern identificationmetrics trackingcustomer insights presentationtechnical troubleshootingprocess improvement
Soft Skills
organizationcommunicationempathyadaptabilityownershipproblem-solvingself-disciplinecollaborationcalmness under pressurepersuasiveness