Customer Care Partner

About the Role Impact you will make

The Customer Care Partner serves as the primary support point of contact for targeted customers, ensuring a seamless and proactive support experience across product lines. This role is dedicated to coordinating all support-related activities, monitoring key support metrics, and driving timely resolution of customer cases. As a Customer Care Partner, you will play a critical role in customer support transition, escalation management, and continuous improvement of customer satisfaction.

• Act as the primary support point of contact for assigned customers, building trusted relationships and ensuring their needs are met.
• Coordinate all support-related activities across product lines, collaborating with internal teams to deliver a unified customer experience.
• Monitor support metrics and Solution Pulse KPIs, proactively engaging with internal teams to address trends and take corrective action.
• Serve as an internal escalation point, stepping in to resolve complex issues and ensuring all cases are resolved in a timely manner.
• Partner with Customer Success Managers (CSMs), keeping them informed of escalations and resolution progress.
• Participate in customer onboarding kick-off meetings, ensuring a smooth transition and clear expectations for support.
• Serve as stakeholder for Support and work with other departments to ensure timely updates, progress, and resolution.
• Document all customer interactions and support activities in accordance with internal policies and procedures.
• Adhere to established procedures for case documentation and escalation management.
• Support application functionality and remain current on product updates and best practices.
• Travel up to 20%.

• 4+ years of experience in a customer support or client-facing role, preferably in healthcare or SaaS environments.
• Demonstrated ability to coordinate cross-functional activities and resolve customer issues to resolution.
• Experience monitoring support metrics and driving process improvements.
• Strong verbal and written communication skills, with the ability to simplify complex information for customers.
• Ability to multi-task, prioritize, and meet deadlines with attention to detail.
• Knowledge and understanding of Revenue Cycle Management (US Healthcare).
• Experience working collaboratively with internal teams and external customers.

What we would like to see

• Bachelor's degree in a related field.
• Comprehensive understanding of healthcare operations or SaaS product support.
• Experience providing high service level, supporting large customers.
• Familiarity with support KPIs and escalation management processes.
• Project management experience.
• Experience leveraging AI technology.
• Proficiency in Microsoft Office and CRM systems (Salesforce experience preferred).

About Fin Thrive

Fin Thrive is advancing the healthcare economy.
For the most recent information on Fin Thrive's vision for healthcare revenue management visit

Award-winning Culture of Customer-centricity and Reliability

At Fin Thrive we're proud of our agile and committed culture, which makes Fin Thrive an exceptional place to work. Explore our latest workplace recognitions at

Our Perks and Benefits

Fin Thrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit

Fin Thrive's Core Values and Expectations

• Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to Fin Thrive's core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the Fin Thrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
• Support Fin Thrive's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to Fin Thrive's business practices; this includes becoming familiar with Fin Thrive's Code of Ethics, attending training as required, notifying management or Fin Thrive's Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations

Physical Demands

The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Statement of EEO
Fin Thrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment…