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Customer Experience

Customer Experience

Silna HealthNew York, NY, US
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Customer Experience at Silna

As Silna experiences explosive growth, we're seeking a Customer Experience hire to join our team in NYC. We need an individual who is highly empathetic, operationally excellent, and passionate about delivering exceptional customer experiences. This role will be instrumental in laying the foundations of customer support at Silna while executing on our immediate support needs. You'll understand customer needs deeply, master the art of customer communication, and handle tickets with efficiency and care.

Reporting to our leadership team, you'll serve as a customer advocate, working cross-functionally to minimize support needs and build solutions that empower customers to self-serve. This is a unique opportunity to shape our customer support function from the ground up in a fast-growing, mission-driven startup.

Key Responsibilities

Customer Advocacy & Support

  • 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

Operational Excellence

  • 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

    • Cross-Functional Collaboration

  • 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

    • Communication & Documentation

  • 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

    • What Sets You Apart

    Experience & Skills

  • 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

    • Character & Mindset

  • 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

    • About Silna Health

    Silna Health is a health technology company that streamlines front-end insurance workflows for healthcare providers nationwide. We reduce providers' administrative burden, allowing them to become financially fit while focusing on what they do best - providing great care to patients.

    Our platform manages prior authorizations, benefit checks, and eligibility checks on providers' behalf using cutting-edge technology to reverse engineer and automate insurance workflows, supported by our talented in-house team of experienced authorization specialists.

    Based in New York City, we work with healthcare providers nationwide and have raised two rounds of funding totaling $27M from Accel and Bain Capital Ventures.

    Why Join Silna

  • 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
  • Competitive compensation package including equity
  • 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

    • This role is perfect for someone who is passionate about customer success and wants to be instrumental in building something transformative in healthcare. If you're ready to join a mission-driven company that's revolutionizing healthcare administration through exceptional customer support, we want to talk to you.

    What We Offer

  • A rapid-paced work environment with an incredibly enthusiastic and motivated team
  • The opportunity to work with customers that actually love the product
  • The ability to work on technology that is materially improving health outcomes
  • Competitive compensation and benefits package
  • 401k
  • Unlimited PTO

    • Location

    This role is fully in-person 5 days a week in our New York City office.

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    Customer Experience • New York, NY, US

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