Customer Support Associate

About Us:Camber builds software to improve the quality and accessibility of healthcare. We streamline and replace manual work so clinicians can focus on what they do best: providing great care. For more details on our thesis, check out our write-up: What is Camber?We’ve raised $50M in funding from phenomenal supporters at a16z, Craft Ventures, YCombinator, Manresa, and many others who are committed to improving the accessibility of care. For more information, take a look at: Announcing CamberAbout our Culture:Our mission to change behavioral health starts with us and how we operate. We don’t want to just change behavioral health, we want to change the way startups operate. Here are a few tactical examples:1) Improving accessibility and quality of healthcare is something we live and breathe. Everyone on Camber’s team cares deeply about helping clinicians and patients.2) We have to have a sense of humor. Healthcare is so broken, it's depressing if you don't laugh with us.About the RoleCamber is seeking a motivated and customer-focused Customer Support Specialist to join our Customer Experience team as our inaugural support hire. This role will serve as a centralized resource supporting our Account Managers by taking ownership of customer inquiries, troubleshooting, and operational support across our customer portfolio. The ideal candidate will have 1-3 years of customer support experience with strong problem-solving skills and a passion for helping customers succeed. This position plays a crucial role in optimizing our service delivery model, improving response times, and enhancing the overall customer experience while enabling our Account Managers to focus on strategic relationship management.What You'll Do:Directly own customer inquiries and investigation requests, resolving cases independently with knowledge documents, macros, or input from cross-functional teamsDiagnose operational and financial issues from our customers, escalating complex cases to appropriate team membersDevelop and maintain Standard Operating Procedures (SOPs) for common customer support scenariosCreate and optimize workflows to streamline customer support processes, with an eye toward improving response timesCollaborate with Account Managers to ensure seamless information handoffs for strategic customer issuesContribute to knowledge base development and maintenance for both internal and customer-facing resourcesWork closely with Implementation, SMB, and Enterprise teams to ensure consistent support throughout the customer lifecycleAnalyze support metrics to identify improvement opportunities and enhance team efficiencyWhat We're Looking For:Customer-first mentality — genuine empathy for customer needs and challenges, with a passion for delivering exceptional support experiences and always advocating for the customer perspectiveBias for action — a drive to dive in head-first into ambiguous problems, and to get hands dirty to find solutions. Not afraid to dig for answers!Growth mindset — a mentality of approaching unknowns with excitement, a penchant for learning new skills and technologies to solve new operational challengesAptitude for technical learning — an ability to quickly ramp up on new technical and product topics, with a natural inclination toward thorough documentation and knowledge sharingNice to Have:Healthcare or SaaS experience preferred, particularly in revenue cycle managementPerks & Benefits at Camber:Comprehensive Health Coverage: Medical, dental, and vision plans with nationwide coverage, including 24/7 virtual urgent care.Mental Health Support: Weekly therapy reimbursement up to $100, so you can prioritize the care that works best for you.Paid Parental Leave: Up to 12 weeks of fully paid time off for new parents (birth, adoption, or foster care).Financial Wellness: 401K (traditional & Roth), HSA & FSA options, and monthly commuter benefits for NYC employees.Time Off That Counts: 18 PTO days per year (plus rollover), plus office closure ... (truncated, view full listing at source)