Develops an advanced understanding of all SmarterDx applications, partnering with cross-functional teams to resolve complex customer issues
Acts as an escalation point of contact for complex Support issues that have been triaged by Support Analysts
Serves as a thought partner to CS Operations Managers and other teams when addressing nuanced client requests
Proactively documents and trains the Customer Success team on new or updated processes
Leverages SQL to complete back-end queries to effectively triage complex customer issues

Requirements

5+ years experience in customer service or project management roles, preferably in healthcare technology or SaaS organization
3+ years of experience creating and optimizing standard operational procedures
Must have strong experience in at least one of the following:
Technical troubleshooting and problem-solving using SQL
Experience with clinical documentation improvement (CDI) software or related healthcare applications
Experience at a startup or healthcare company
Excellent communication skills, with the ability to work comfortably with technical and clinical teams
Flexible team player with a strong ability to adapt to changing priorities and department goals
Strong empathy and patience, with a genuine desire to help colleagues and customers succeed
Well-versed in Jira or similar ticketing tools (e.g., Zendesk, ServiceNow) for issue tracking, workflow management, and operational support
Ability to quickly learn and adapt to new technologies and processes
Excellent time management and prioritization skills in a remote environment
Proactive approach to identifying and resolving potential issues before they escalate.

Benefits

Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
Remote-First Team – Work from anywhere in the U.S.
Unlimited PTO & 10 Holidays – So you can relax and recharge.
401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.

Applicant Tracking System Keywords

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

Hard Skills & Tools

SQLtechnical troubleshootingproblem-solvingclinical documentation improvementoperational procedures optimization

Soft Skills

communication skillsflexibilityempathypatiencetime managementprioritizationadaptabilityproactive problem identification