Customer Support Associate

As a Customer Support Associate, you'll provide best in class service for our Aidin users in hospitals and provider facilities throughout the United States. You'll manage daily engagements through email, chat, and over the phone, providing subject matter expertise and escalating complex issues when needed. You'll work with a team committed to delivering on Aidin's promise, to create a health ecosystem where patients transition, on-time, to the best provider every time.

The role reports to the Senior Director, Client Operations.

A successful Customer Support Associate will demonstrate the ability to:

• Bring a high level of confidence, a high fidelity of execution, and a high capacity for problem solving to our engagements with customers.
• Develop a deep empathy for our customers, reflecting our belief that every interaction is an important, must-win opportunity.
• Work collaboratively in a fast-paced environment that embraces change as a core strength in the delivery of great customer support.
• Thrive in a startup environment, ambitious about your professional growth, owning the outcomes of your work, and finding opportunities to improve yourself and your team daily.

Day-to-day, you will:

• Answer emails, chats, and phone calls from our customers.
• Develop an expert working knowledge of Aidin products and services.
• Collaborate with teammates to ensure accurate reporting, appropriate coverage of our channels, knowledge sharing, and the gathering of customer feedback for other departments and functions at Aidin.
• Contribute to efforts across Aidin, including, but not limited to, onboarding and training new customers, supporting our pre-cert workflows, and engaging as needed in a wide variety of tasks in support of our growing business.
• Show up, ready to deliver your best, with a relentless optimism and can-do spirit that is reflected in everything you do.

What you’ll bring:

• 3+ years of experience in customer support.
• Ambition for growing your professional career in technology.
• Curiosity and problem-solving skills that foster a sense of ownership and pride in providing solutions to complex situations.
• A positive attitude, that includes self-reflection and continuous improvement as core principles.
• Adaptability and resilience in a dynamic environment, with a collaborative approach to achieving results.
• Startup, B2B SaaS technology, and/or Healthcare IT domain knowledge strongly preferred.

Culture and Values:

At Aidin, our team is guided by four core values that shape everything we do:

• Lead, Do Not React: Think big-picture, long-term, and do the right thing. We want team members who take initiative and lead with vision, rather than simply reacting to circumstances
• Make a Difference: For us, outcomes are everything. Be the solution. We value making a tangible impact through every event and initiative
• Embrace Uniqueness: Boldly be who we are. Individuality and authenticity are strengths that we bring to our work
• Celebrate the Doer: We celebrate action and the people who make it happen. If you thrive on taking initiative and seeing real results, you’ll fit right in

About Aidin

The Aidin platform enables efficient and effective care coordination, helping to ensure that patients are matched with the highest-quality post-acute care providers.

Our cutting-edge platform is designed to improve patient outcomes - reducing length of stay, streamlining care coordination, reducing readmissions, and enhancing communication between patients, their families, and their care teams.

Commitment to Diversity

At Aidin, we strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. We are committed to diversity and inclusion and prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including, but not limited to, hiring, recruiting, promotion, termination, layoff, and leave of absence.