Customer Support Associate

Brellium

Customer Support Associate handling healthcare inquiries at Brellium, ensuring timely responses and customer satisfaction. Collaborating with teams to troubleshoot issues and improve customer experience.

Posted 4/12/2026full-timeNew York City • New York • 🇺🇸 United StatesJuniorMid-Level💰 $75,000 - $85,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ticket managementissue resolutiondata loggingworkflow designdocumentation developmentpattern identificationmetrics trackingcustomer insights presentationtechnical troubleshootingprocess improvement

Soft Skills

organizationcommunicationempathyadaptabilityownershipproblem-solvingself-disciplinecollaborationcalmness under pressurepersuasiveness