Remote Eligible

The Opportunity

As Silna experiences explosive growth, we're seeking a Customer Experience hire to join our team in NYC. We need an individual who is highly empathetic, operationally excellent, and passionate about delivering exceptional customer experiences. This role will be instrumental in laying the foundations of customer support at Silna while executing on our immediate support needs. You'll understand customer needs deeply, master the art of customer communication, and handle tickets with efficiency and care.

Reporting to our leadership team, you'll serve as a customer advocate, working cross-functionally to minimize support needs and build solutions that empower customers to self-serve. This is a unique opportunity to shape our customer support function from the ground up in a fast-growing, mission-driven startup.

Key Responsibilities

Customer Advocacy & Support

Deliver exceptional, empathetic support to healthcare providers who rely on our platform
Manage increasing ticket volume with operational excellence and attention to detail
Understand customer needs and identify opportunities to improve their experience
Serve as the voice of the customer internally, advocating for their needs and pain points

Operational Excellence

Triage and prioritize tickets, identifying which require escalation to specialized teams
Handle tickets efficiently while maintaining high-quality, personalized responses
Build and maintain response templates that ensure consistency and efficiency
Develop processes and workflows that scale with our growing customer base

Cross-Functional Collaboration

Work closely with Product, Engineering, and Operations teams to address systemic issues
Translate customer feedback into actionable insights for product improvements
Collaborate on building out our help center and self-service resources
Partner with teams to minimize support needs through proactive solutions

Communication & Documentation

Master various communication tones appropriate for different customer situations
Create clear, empathetic responses that resolve issues and build customer confidence
Document common issues and solutions to improve knowledge sharing
Build processes that ensure no customer inquiry falls through the cracks

What Sets You Apart

Experience & Skills

1-3 years of experience in customer support, customer success, or related fields
Demonstrated ability to handle complex customer issues with empathy and efficiency
Strong project management skills with experience building processes from scratch
Experience working in fast-paced, growth-stage environments
Familiarity with support ticketing systems and customer communication tools

Character & Mindset

High empathy - Genuinely care about customer success and can understand their perspective
Operational excellence - Detail-oriented with a systematic approach to problem-solving
Cross-functional collaboration - Work effectively across teams to drive customer-centric solutions
Superb communication skills - Adapt tone and style to different customer needs and situations
Product-minded - Think beyond individual tickets to identify broader improvement opportunities
Thrives in ambiguity - Comfortable building processes and solving problems in an evolving environment

About Silna Health

Silna Health is a health technology company that streamlines front-end insurance workflows for healthcare providers nationwide. We reduce providers' administrative burden, allowing them to become financially fit while focusing on what they do best - providing great care to patients.

Our platform manages prior authorizations, benefit checks, and eligibility checks on providers' behalf using cutting-edge technology to reverse engineer and automate insurance workflows, supported by our talented in-house team of experienced authorization specialists.

Based in New York City, we work with healthcare providers nationwide and have raised two rounds of funding totaling $27M from Accel and Bain Capital Ventures.

Why Join Silna

Ground-floor opportunity to build the customer support function at a rapidly growing startup
Work directly with customers who genuinely value our mission to improve healthcare
Competitive compensation package including equity
Chance to make a meaningful impact on healthcare delivery through exceptional customer experiences
Fast-paced, dynamic environment that rewards initiative and customer obsession
Opportunity to shape how we serve the healthcare providers who depend on us

This role is perfect for someone who is passionate about customer success and wants to be instrumental in building something transformative in healthcare. If you're ready to join a mission-driven company that's revolutionizing healthcare administration through exceptional customer support, we want to talk to you.

What We Offer

A rapid-paced work environment with an incredibly enthusiastic and motivated team
The opportunity to work with customers that actually love the product
The ability to work on technology that is materially improving health outcomes
Competitive compensation and benefits package
401k
Unlimited PTO

Silna Health jobs

Customer Experience