Client Operations Analyst

Softheon

8h•$50,000 - $55,000•Remote

About The Position

Softheon is seeking an entry-level Client Operations Analyst to provide customer support and help improve client service operations. The role serves as a link between Softheon and its customers, handling inquiries, troubleshooting issues, resolving complaints and requests, and escalating complex matters when appropriate. The analyst communicates with clients and members by phone and email and is expected to represent the organization professionally and courteously. The analyst learns Softheon products and follows Standard Operating Procedures while managing assigned manual queues and using appropriate ticket escalation channels. The role works with Product Development, Sales, Customer Success, and Talent teams; contributes to documentation, training materials, and SOPs; and reviews data and reporting to identify trends and opportunities for process improvement. Additional duties include supporting recruitment and hiring activities, mentoring team members, and contributing to company culture. This is a remote-first role requiring Eastern Time working hours, 9 a.m.–6 p.m. ET. Candidates must reside in the Eastern or Central time zone and in one of the listed states: NY, NJ, FL, GA, PA, CT, IL, MD, TN, NC, MI, or TX. The role requires on-call availability during peak periods, rotating weekend shifts, and occasional holidays and overtime. In-person attendance at headquarters is required approximately twice per year, with travel arrangements supported. Candidates must reside in the United States and have work authorization that does not require current or future employer sponsorship.

Requirements

Bachelor's degree or higher in Communications, Business Administration, Healthcare Management, Information Technology, or a related field.
Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint; Excel experience is required.
Strong analytical skills, including the ability to interpret data and draw actionable insights.
Understanding of customer service principles.
Exceptional verbal and written communication skills.
Excellent problem-solving and organizational skills.
Strong interpersonal skills and ability to handle client concerns professionally and maintain composure in high-stress situations.
Ability to learn new concepts and technologies quickly.
Commitment to client service, proactive approach, willingness to learn, adaptability, attention to detail, and ability to manage multiple priorities.
Must be willing to obtain Lean Six Sigma Yellow Belt certification within the first 90 days of employment if not already certified.
Must be available for on-call duty during peak periods, rotating weekend shifts, occasional holidays, and overtime as needed.
Must work 9 a.m.–6 p.m. ET and reside in the Eastern or Central time zone in one of these states: NY, NJ, FL, GA, PA, CT, IL, MD, TN, NC, MI, or TX.
Must reside in the United States and have valid work authorization without any current or future need for employer sponsorship.
Must attend headquarters approximately twice per year.

Nice To Haves

Prior internship or project experience in healthcare, technology, or client services.
SQL experience.
Familiarity with CRM software.
Lean Six Sigma Yellow Belt certification already obtained.

Responsibilities

Conduct client support calls and communicate with clients and members by phone and email in a professional and courteous manner.
Troubleshoot issues, respond to inquiries in a timely manner, and provide first-level support for customer complaints and requests.
Represent the organization positively and promote customer satisfaction in every interaction.
Learn Softheon products and use appropriate escalation channels for ticket requests.
Follow Standard Operating Procedures and use problem-solving skills to address complex issues.
Manage assigned manual queues to ensure timely and efficient resolution of customer inquiries.
Collaborate with Product Development, Sales, and Customer Success to address client needs and enhance products.
Participate in training sessions and knowledge-sharing activities.
Create, update, and modify documentation, training materials, and SOPs to improve consistency and maintain accurate process records.
Analyze data and reporting to identify trends and provide insights for process improvement.
Work with the Talent team on hiring and recruitment, including participating in interviews and identifying potential candidates through industry networks.
Provide guidance and mentorship to team members and contribute to company culture, teamwork, collaboration, and employee engagement.
Provide on-call support during peak periods and work rotating weekend shifts, occasional holidays, and overtime shifts as needed.
Attend headquarters in person approximately twice per year and meet the role's location and working-hours requirements.

Benefits

Base pay of $50,000–$55,000, plus equity when applicable and variable/incentive compensation.
One-time home office stipend.
Health, vision, and dental coverage for the employee, spouse, and dependents.
Monthly wellness stipend and internet stipend.
401(k) with a match and immediate vesting.
Employee assistance program.
Disability and life insurance.
Parental leave.
15 days of discretionary PTO based on years of service.
Nine additional paid holidays.
Referral bonuses, discretionary bonus program, and spot bonuses.
Professional development opportunities.
Supported travel arrangements for required headquarters visits.