Founding Customer Support Specialist

About Arya Health

Arya Health develops advanced AI-driven digital agents to streamline healthcare operations such as scheduling, compliance, onboarding, and more. Our goal is to reduce administrative burdens so healthcare providers can concentrate on patient care. Our solutions support some of the fastest-growing healthcare providers in the U.S., backed by experienced entrepreneurs and leading investors.

Role Overview

As the Founding Customer Support Specialist, you will be a crucial first point of contact for customers seeking assistance, clarification, or reassurance. Your role goes beyond handling simple queries–it involves resolving product and workflow challenges, recognizing frequent issues, creating efficient processes, and transforming frontline insights into valuable product and customer success feedback. You will participate in building the customer support function from scratch in a dynamic startup environment.

Key Responsibilities

• Provide daily customer support via email, chat, phone, and internal escalation channels.
• Resolve questions regarding product functionality, workflow obstacles, configuration, and customer challenges efficiently and clearly.
• Create and maintain support documentation including help center articles, macros, detailed internal notes, and reproducible troubleshooting guides.
• Collaborate with Customer Success, Deployment, Product, and Engineering teams on issue triage and escalation.
• Track support-related metrics like response times, quality of resolution, common issues, and customer satisfaction.
• Establish the foundational operating procedures for support, deciding what to document, escalate, or automate.
• Collect and communicate frontline customer feedback to drive improvements in product and customer experience.

Daily Activities

• Respond rapidly and thoughtfully to customer inquiries with warmth and sound judgment.
• Investigate problems touching on product behavior, workflows, configuration, data status, and user expectations.
• Draft clear internal notes and customer explanations to simplify complex concepts into actionable steps.
• Work closely with Engineering and Product to reproduce issues, clarify expected functionalities, and close feedback loops.
• Develop Arya’s initial support knowledge base, internal playbooks for troubleshooting, and response macros.
• Identify trends in support tickets and proactively suggest enhancements to product, onboarding, and processes.
• Support Customer Success and Deployment teams by identifying risks, adoption issues, and training needs.
• Represent Arya professionally and patiently, especially when customers face operational pressures.

Qualifications and Attributes

• Startup experience in fast-paced environments where creating processes while executing tasks was essential.
• Strong customer empathy and judgment, able to defuse tension, ask insightful questions, and provide honest expectations without overpromising.
• Curiosity and comfort with learning complex software deeply and partnering with technical teams to solve issues.
• A sense of ownership that goes beyond closing tickets to improving the overall support system continuously.
• A minimum of 2 years in roles such as customer support, success, operations, implementation, or technical support—preferably within SaaS, healthtech, AI, or automation sectors.
• Exceptional written communication skills characterized by clarity, calmness, and customer-friendly tone.
• Excellent organization and multitasking abilities managing numerous issues and stakeholders simultaneously.
• Familiarity with support platforms, customer relationship management tools, documentation systems, spreadsheets, and workflow software.
• Ability to interpret customer confusion and translate it into product feedback, process enhancements, or documentation upgrades.
• Comfort collaborating with healthcare operators, frontline staff, and operational leaders under pressure.
• A proactive, humble attitude with enthusiasm for building a new function from the ground up.

Expected Milestones

• By Day 15: Complete onboarding, understand Arya's product fundamentals, shadow customer interactions, review common support issues, and begin handling straightforward support queries with guidance.
• By Day 30: Independently respond to support requests, document recurring problems, and create initial sets of macros, troubleshooting documents, and customer help content.
• By Day 60: Take ownership of daily support tasks, escalate issues effectively, and improve at least one key support process or documentation gap; teams rely on your insights and follow-through.
• By Day 90: Establish a robust support foundation featuring clearer playbooks, faster response strategies, improved documentation, and streamlined feedback channels between customers, customer success, product, and engineering.

Core Values

• Adopt the customer perspective to truly grasp pressures before offering solutions.
• Strive for incremental improvements daily—enhance notes, macros, processes, or customer touchpoints.
• Be well-prepared, providing context, examples, and concise notes during escalations.
• Clearly communicate product behavior and next steps to simplify customer understanding.
• Show empathy and kindness, treating customers and teammates with respect and calm, especially in high-pressure situations.

Benefits and Perks

• Competitive salary accompanied by equity participation.
• Comprehensive health, vision, and dental insurance coverage.
• Flexible paid time off and generous parental leave policies.
• Wellhub membership offering access to premium fitness centers and group workouts.
• A mission-driven culture focusing on meaningful impact and long-term sustainability.
• An influential role with high ownership helping to shape Arya's customer support framework from inception.

Equal Opportunity Statement

Arya Health welcomes applications from all qualified individuals regardless of gender, age, race, nationality, sexual orientation, parental status, disability, or any other protected characteristic. We are committed to fostering an inclusive and diverse workplace.