Customer Support Associate

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 Camber

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.

Camber 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.

• Directly own customer inquiries and investigation requests, resolving cases independently with knowledge documents, macros, or input from cross-functional teams

• Diagnose operational and financial issues from our customers, escalating complex cases to appropriate team members

• Develop and maintain Standard Operating Procedures (SOPs) for common customer support scenarios

• Create and optimize workflows to streamline customer support processes, with an eye toward improving response times

• Collaborate with Account Managers to ensure seamless information handoffs for strategic customer issues

• Contribute to knowledge base development and maintenance for both internal and customer-facing resources

• Work closely with Implementation, SMB, and Enterprise teams to ensure consistent support throughout the customer lifecycle

• Analyze support metrics to identify improvement opportunities and enhance team efficiency

• Customer-first mentality — genuine empathy for customer needs and challenges, with a passion for delivering exceptional support experiences and always advocating for the customer perspective

• Bias 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 challenges

• Aptitude for technical learning — an ability to quickly ramp up on new technical and product topics, with a natural inclination toward thorough documentation and knowledge sharing

• Healthcare or SaaS experience preferred, particularly in revenue cycle management

Camber is based in New York City, and we prioritize in-person and hybrid candidates. Please refer to the top of this page for this position's hiring location.

Building an inclusive culture is one of our core tenets as a company. We’re very aware of structural inequalities that exist, and recognize that underrepresented minorities are less likely to apply for a role if they don’t think they meet all of the requirements. If that’s you and you’re reading this, we’d like to encourage you to apply regardless — we’d love to get to know you and see if there’s a place for you here!

In addition, we take security seriously, and all of our employees contribute to uphold security requirements and maintain compliance with HIPAA security regulations.

Compensation Range: $80K - $90K