Customer Support Lead
About Nabla
We are a team of entrepreneurs, physicians and engineers committed to bringing back joy to the practice of medicine.
Together with a community of clinician innovators, we’ve harnessed the best of machine learning science to develop Nabla: the leading ambient AI assistant that’s redefining healthcare delivery. By streamlining clinical documentation, Nabla empowers doctors to channel their energy where it matters most - patient care. Trusted by over 30,000 clinicians and implemented in more than 40 healthcare organizations, our AI assistant is making waves in the medical industry.
We are only at the start of an ambitious journey. With a bold vision to support 5 million practitioners worldwide, we've recently secured $30 million in Series B funding and are actively seeking exceptional talent to be part of our team.
This is a great time to join us!
We are seeking a dynamic and hands-on Customer Support Lead to join our team and scale our customer support operations. The ideal candidate will have a strong technical background, a passion for customer advocacy, and the ability to lead a growing team. This role is crucial in ensuring our customers receive expert technical support, easy access to self-help resources, and a seamless, high-quality experience that evolves with their needs.
Responsibilities
- Technical Support: Offer expert guidance and troubleshooting for any technical issues customers facing. Provide hands-on support including responding to customer requests and feedback, resolving complex issues and ensuring customer satisfaction.
- Resource Availability: Maintain and expand a comprehensive knowledge base and self-help resources to empower customers to find solutions independently through well-documented guides and FAQs.
- Customer Advocacy: Act as the voice of the customer within the company, ensuring customer feedback is considered in product development and improvement. Collaborate with cross-functional teams to ensure customer needs are reflected in product updates.
- Continuous Improvement: Regularly review support metrics and customer feedback to identify areas for improvement. Implement changes to enhance the customer support experience and drive continuous process improvements.
Qualifications
- Experience: 5+ years of experience in customer success and support with at least 2 years in a leadership role preferably at a SaaS healthcare technology company.
- Industry Knowledge: Strong understanding of the healthcare industry and the needs of clinicians.
- Technical Skills: Proficiency with customer support software (e.g., Zendesk, Intercom, Front) and CRM systems. Experience with analytics and reporting tools is a plus.
- Communication Skills: Excellent interpersonal and communication skills, with the ability to build trust with a wide range of customer stakeholders.
- Problem-Solving: Strong analytical and problem-solving skills, with the ability to identify issues and develop effective solutions.
- Technical Aptitude: Ability to quickly learn and understand complex technical products and explain them to non-technical users. Experience with EHR integration is a plus.
- Adaptability: Ability to thrive in a fast-paced, dynamic startup environment and manage multiple priorities effectively.
Benefits
Just like we’re dedicated to supporting doctors’ well-being, ensuring yours is a top priority. We firmly believe that by prioritizing your well-being, we support you to excel in your work.
Here are the benefits you get when joining Nabla:
- Stock ownership offered to all employees
- 100% healthcare coverage
- Unlimited PTO, plus 10 national holidays
- Unlimited sick days
- Paid maternity leave of 16 weeks
- Remote-friendly — we know how to collaborate to drive results, regardless of location
- Culture of trust & accountability — your output matters more than your clock-in time
- Allocated budget so you can create a comfortable home office space tailored to your needs
Life at Nabla
When you become a part of our company, you join a team of excellence-driven, curious, and genuinely kind individuals. Together, we're committed to making doctors' lives easier and improving healthcare experiences for everyone. We believe in a world where clinicians can focus on what they were trained to do - caring for their patients, and where no patient feels their visit was rushed.
We come to work excited to leverage AI to do more for doctors. We’re obsessed with our users’ satisfaction and we actively seek out opportunities to engage one-on-one with clinicians to understand how Nabla can better help. We consistently look for ways to improve and do not shy away from doing the work to excel. Whether it’s a feature our doctors asked for, or a new article for our blog, we prioritize collaboration to deliver exceptional outcomes.
We love having fun as much as we love work. Our #nablabla channel is as active as our #feature-show-off channel, we exercise during the work day at least 3 times a week (yoga, running, pilates, or HIIT, your choice!), hold a game night every now and then, and are constantly snacking on chocolate or nuts.
If this sounds like an environment you’ll thrive in, we look forward to reading your application!
Diversity & Inclusion
Diversity and inclusivity are fundamental values at Nabla. We embrace individuals from various backgrounds, including race, gender, educational history, sexual orientation, and beyond.
As an equal opportunity employer, we actively seek out and welcome applicants from diverse backgrounds, believing that a wide range of perspectives enriches our team and enhances our ability to innovate and thrive.
We’ll do our best to make sure you get feedback within 48 hours maximum after each interview.