Customer Experience

Velvet CARE sp. z o.o.

full-time

Posted on: 9/7/2025

Origin: • 🇺🇸 United States • New York

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Junior

About the role

Deliver exceptional, empathetic support to healthcare providers using Silna's platform
Manage and triage ticket volume, prioritize and escalate to specialized teams
Handle tickets efficiently with high-quality, personalized responses
Build and maintain response templates and develop scalable processes and workflows
Serve as the voice of the customer and translate feedback into actionable product insights
Collaborate with Product, Engineering, and Operations to address systemic issues
Contribute to building the help center and self-service resources; document common issues and solutions
Report to leadership and help establish the customer support function from the ground up

1-3 years of experience in customer support, customer success, or related fields
Demonstrated ability to handle complex customer issues with empathy and efficiency
Strong project management skills and experience building processes from scratch
Experience working in fast-paced, growth-stage environments
Familiarity with support ticketing systems and customer communication tools
Superb written and verbal communication skills; ability to adapt tone
High empathy, operational excellence, and cross-functional collaboration skills
Product-minded mindset and comfort with ambiguity
Must be legally authorized to work in the United States (application asks about work authorization and visa sponsorship)
LinkedIn profile required for application