Customer Support Associate

Brellium is a company focused on improving the standard of care in the US healthcare system through AI-powered technology. The Customer Support Associate will be responsible for managing customer inquiries, ensuring timely and high-quality responses, and collaborating with internal teams to enhance customer experience.

Responsibilities

• You resolve customer issues in Intercom with completeness and clarity, ensuring no context is lost and every loop is closed before marking a ticket resolved
• You manage ticket volume and response SLAs with self-directed discipline, prioritizing urgently and never requiring reminders to stay current on your queue
• You communicate in a style matched to the customer's technical fluency and emotional state, shifting tone and detail level fluidly between frustrated users, engineering teams, and executive stakeholders
• You build deep knowledge of Brellium's platform, compliance frameworks, and EMR integrations so you can troubleshoot effectively and resolve issues efficiently without unnecessary engineering escalations
• You identify patterns across multiple tickets and surface them to the team as actionable process or documentation improvements, not waiting to be asked
• You dig into technical problems and develop a sharp instinct for what you can solve versus what needs to be escalated
• You log ticket data accurately, track core metrics like first-contact resolution and response time, and proactively surface patterns and recurring issues to the team lead before they become bigger problems
• You design and document systems in Intercom or support workflows that make your own job more efficient and improve the overall customer experience
• You structure your own workflow and ticket tracking so that nothing falls through the cracks, flagging follow-ups, setting reminders, and managing your own accountability without external prompts
• You develop and maintain knowledge base articles, internal documentation, and workflow improvements that help customers help themselves and reduce repeat ticket volume over time
• You collaborate with Customer Success and Engineering by presenting customer insights persuasively, backed by specific examples and data, so they understand the impact and prioritize accordingly
• You're not satisfied with simply maintaining the status quo: you're always looking for ways to make things better, whether that's a smarter workflow, a clearer article, or a more efficient process

Skills

• 0–2 years of experience in a customer-facing role
• Experience with support ticketing systems (Intercom is ideal; Zendesk or similar systems are fine)
• Demonstrated ability to stay organized and manage multiple open tasks or requests at once without dropping the ball
• Strong written communicator — clear, empathetic, and able to stay calm and professional under pressure
• Able to adapt your communication style to different audiences, from clinical staff to operations leads, and everyone in between
• A strong sense of ownership: you manage your own queue, stay on top of deadlines, and own your mistakes without defensiveness
• Experience working in healthcare, health tech, or with clinical or operations teams
• Familiarity with support metrics (CSAT, first-contact resolution, response time)
• Experience building or refining internal workflows or automations
• Prior experience at an early-stage startup

Benefits

• 401(k) Retirement Savings Plan
• Equity Compensation
• Dinner Provided via DoorDash & stocked kitchen for NY employees
• Medical, Dental, and Vision coverage coverage of up to 100% premiums for you and your family
• HSA / FSA
• 11 paid holidays each year
• Unlimited PTO
• Training and professional development
• Hybrid Work Schedule (4 days onsite, 3 if located > 1 hour away)

Company Overview