Founding Customer Support Specialist - Healthtech SaaS

Overview

We Move Fast. So should you.

At Arya Health, we're building a digital workforce for healthcare - intelligent agents that automate the busywork of scheduling, compliance, onboarding, and more, so providers can focus on patients, not paperwork.

As a Senior Customer Support Specialist, you'll be one of the first people customers turn to when they need help, clarity, or confidence. You will support operators using Arya every day, troubleshoot product and workflow issues, document patterns, and help build the support function from the ground up.

This is not a ticket-taker role. We need someone with startup experience who can handle customer questions with urgency, spot recurring issues, create lightweight processes, and turn frontline signal into product and customer success insight.

• Day-to-day customer support across email, chat, calls, and internal escalation channels

• Fast, clear resolution of product questions, workflow issues, configuration needs, and customer blockers

• Support documentation, help center content, macros, internal notes, and repeatable troubleshooting guides

• Customer issue triage and escalation in partnership with Customer Success, Deployment, Product, and Engineering

• Support metrics such as response time, resolution quality, recurring issue themes, and customer satisfaction

• The early support operating system: what gets documented, what gets escalated, and what becomes self-serve

• Frontline customer feedback that helps Arya improve the product and customer experience

• Respond to customer questions with speed, accuracy, warmth, and strong judgment.

• Investigate issues across product behavior, customer workflows, configuration, data readiness, and user expectations.

• Write clear support notes and customer-facing explanations that turn complexity into simple next steps.

• Partner with Engineering and Product to reproduce issues, clarify expected behavior, and close the loop with customers.

• Build the first version of Arya's support knowledge base, internal troubleshooting playbooks, and support macros.

• Identify recurring themes in support volume and recommend product, onboarding, or process improvements.

• Help Customer Success and Deployment teams spot risk, adoption blockers, and training opportunities.

• Represent Arya with professionalism and calm when customers are under operational pressure.

We have four non-negotiables for this role:

• Startup experience - You have worked in a fast-moving environment where you had to create process while doing the work.

• Customer judgment - You know how to calm a situation, ask good questions, and tell customers what is true without over promising.

• Technical curiosity - You are comfortable learning software deeply, investigating issues, and partnering with technical teammates.

• Ownership orientation - You do not just close tickets. You improve the system so the same issue is easier next time.

Beyond that, you bring:

• 2+ years in customer support, customer success, operations, implementation, or technical support, ideally in SaaS, healthtech, AI, automation, or another operationally complex environment.

• Excellent written communication with a clear, calm, customer-friendly tone.

• Strong organization and follow-through across multiple open issues and stakeholders.

• Comfort with support tools, CRMs, documentation tools, spreadsheets, and workflow software.

• Ability to translate customer confusion into product feedback, process gaps, or documentation improvements.

• Comfort working with healthcare operators, frontline teams, and busy operational leaders.

• A low-ego, high-initiative style and excitement about building the first version of a function.

• By Day 15 - You have completed onboarding,…