Customer Support Associate

M7 Health

1d • Remote

About The Position

M7 Health is the AI-powered workforce operations platform for healthcare, designed for the realities of clinical staffing and scheduling. We use AI to help organizations forecast demand, auto-balance schedules, and deploy the right person to fill every shift before resorting to premium labor spend. The result: health systems reduce overtime, cut contract labor costs, and give clinical leaders time back to focus on care. Built with the earned wisdom of nurses, M7 serves tens of thousands of healthcare professionals daily and activated over 100 net new hospitals across 29 states, last year alone. M7 recently raised a $10M Series A, backed by Threshold and First Round Capital, and we're building the team to match our ambition. As a Customer Support Associate, you'll be the person nurses and hospital leaders turn to when they need help fast and you'll make sure every interaction leaves them feeling confident and supported. This role goes beyond answering tickets. You'll sit at the intersection of our users and our product, turning real-world feedback into platform improvements that make M7 better for the thousands of nurses we serve. You'll own pieces of our support infrastructure, work directly with Product, Engineering, and our Director of Customer Support, and help shape how we scale our customer experience as M7 grows.

Requirements

• Strong communicator: You listen well, respond clearly, and know how to make people feel supported — whether it's a stressed nurse manager or a frustrated hospital admin
• Stay calm under pressure: When users are overwhelmed, you're the steady, solution-oriented presence they need
• Reliable and detail-oriented: You follow through, log things accurately, and take ownership of your work without needing a lot of hand-holding
• Comfortable with technology — and explaining it: You pick up new tools quickly and can translate the technical into the simple for users of all backgrounds
• Aligned with M7's values: you act with urgency, bring relentless curiosity, lead with kindness, and hold yourself to a high standard of craft. You're passionate about the mission of making health systems stronger and show it every day

Responsibilities

• Be a responsive, empathetic first point of contact for M7 users via phone, email, and text during business hours (M–F, 8am–6pm)
• Troubleshoot platform questions and route technical issues to the right teams with clear context
• Log and synthesize customer interactions to surface patterns and inform ongoing improvements
• Work closely with your fellow support teammates and Director of Customer Support to align on priorities, share learnings, and continuously raise the bar on the support experience
• Work with Customer Operations to flag and triage urgent issues, ensuring nothing falls through the cracks
• Serve as connective tissue between frontline user experience and the internal teams building and improving the platform
• Own and iterate on our customer support automations, identifying opportunities to reduce friction and improve response quality at scale
• Partner with Product and Engineering to advocate for user needs — translating support trends into actionable feedback that influences our roadmap

Benefits

• Paid training and onboarding
• Flexible scheduling opportunities
• The chance to join a fast-growing, mission-driven company supporting frontline healthcare

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed