Senior Client Support Associate
Core
Resolve client issues, evaluate custom requests, and support client performance by identifying patterns and root causes to improve operational outcomes.
Role type
Senior Client Support Associate (Operations)
Builds
Client-facing operational processes and self-serve capabilities
Domain
Health tech / Healthcare
Deliverable
dashboards & analysis
Required skills
Data analysis, root cause identification, stakeholder management, project management, executive communication, problem-solving, escalation handling, performance monitoring
Preferred skills
Healthcare industry knowledge, payer-side experience, Salesforce/JIRA/Looker familiarity, startup environment experience
Responsibilities
Identify patterns versus one-off issues at the ticket level; Use data and trends to diagnose issue volume drivers; Monitor and measure performance against key operational KPIs; Identify and fix root causes to reduce ticket volume; Prioritize across competing demands; Manage a portfolio of open threads; Navigate between client-facing teams and internal stakeholders; Own follow-through on every open item; Help onboard and mentor newer team members
