Velvet CARE sp. z o.o.

Customer Experience Associate

Velvet CARE sp. z o.o.

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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About the role

  • Deliver exceptional, empathetic support to healthcare providers who rely on our platform
  • Manage increasing ticket volume with operational excellence and attention to detail
  • Understand customer needs and identify opportunities to improve their experience
  • Serve as the voice of the customer internally, advocating for their needs and pain points
  • Triage and prioritize tickets, identifying which require escalation to specialized teams
  • Handle tickets efficiently while maintaining high-quality, personalized responses
  • Build and maintain response templates that ensure consistency and efficiency
  • Develop processes and workflows that scale with our growing customer base
  • Work closely with Product, Engineering, and Operations teams to address systemic issues
  • Translate customer feedback into actionable insights for product improvements
  • Collaborate on building out our help center and self-service resources
  • Partner with teams to minimize support needs through proactive solutions
  • Master various communication tones appropriate for different customer situations
  • Create clear, empathetic responses that resolve issues and build customer confidence
  • Document common issues and solutions to improve knowledge sharing
  • Build processes that ensure no customer inquiry falls through the cracks

Requirements

  • 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 with experience building processes from scratch
  • Experience working in fast-paced, growth-stage environments
  • Familiarity with support ticketing systems and customer communication tools
  • High empathy - Genuinely care about customer success and can understand their perspective
  • Operational excellence - Detail-oriented with a systematic approach to problem-solving
  • Cross-functional collaboration - Work effectively across teams to drive customer-centric solutions
  • Superb communication skills - Adapt tone and style to different customer needs and situations
  • Product-minded - Think beyond individual tickets to identify broader improvement opportunities
  • Thrives in ambiguity - Comfortable building processes and solving problems in an evolving environment
Benefits
  • Ground-floor opportunity to build the customer support function at a rapidly growing startup
  • Work directly with customers who genuinely value our mission to improve healthcare
  • Chance to make a meaningful impact on healthcare delivery through exceptional customer experiences
  • Fast-paced, dynamic environment that rewards initiative and customer obsession
  • Opportunity to shape how we serve the healthcare providers who depend on us
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer supportcustomer successproject managementsupport ticketing systemsprocess buildingproblem-solvingworkflow developmentknowledge sharingcustomer communication tools
Soft Skills
empathyoperational excellenceattention to detailcross-functional collaborationsuperb communicationadaptabilitycustomer advocacyproactive solutionssystematic approach