Customer Support Associate

Brellium • New York, NY

8d • $75,000 - $85,000 • Hybrid

About The Position

You'll be the front line of Brellium's customer experience, the person our healthcare customers hear from when something isn't working and they need answers fast. You'll own our Intercom queue end-to-end, ensuring every customer gets a timely, high-quality response that meets our SLAs and drives strong CSAT. You'll also partner with the Customer Success and Engineering teams to troubleshoot and debug issues and build resources that make customers more self-sufficient. This is a high-ownership role on a small, fast-moving team, and the quality of your work will have a direct impact on how our customers experience Brellium.

Requirements

• 0–2 years of experience in a customer-facing role
• Experience with support ticketing systems (Intercom is ideal; Zendesk or similar systems are fine)
• Demonstrated ability to stay organized and manage multiple open tasks or requests at once without dropping the ball
• Strong written communicator — clear, empathetic, and able to stay calm and professional under pressure
• Able to adapt your communication style to different audiences, from clinical staff to operations leads, and everyone in between
• A strong sense of ownership: you manage your own queue, stay on top of deadlines, and own your mistakes without defensiveness

Nice To Haves

• Experience working in healthcare, health tech, or with clinical or operations teams
• Familiarity with support metrics (CSAT, first-contact resolution, response time)
• Experience building or refining internal workflows or automations
• Prior experience at an early-stage startup

Responsibilities

• You resolve customer issues in Intercom with completeness and clarity, ensuring no context is lost and every loop is closed before marking a ticket resolved.
• You manage ticket volume and response SLAs with self-directed discipline, prioritizing urgently and never requiring reminders to stay current on your queue.
• You communicate in a style matched to the customer's technical fluency and emotional state, shifting tone and detail level fluidly between frustrated users, engineering teams, and executive stakeholders.
• You build deep knowledge of Brellium's platform, compliance frameworks, and EMR integrations so you can troubleshoot effectively and resolve issues efficiently without unnecessary engineering escalations.
• You identify patterns across multiple tickets and surface them to the team as actionable process or documentation improvements, not waiting to be asked.
• You dig into technical problems and develop a sharp instinct for what you can solve versus what needs to be escalated.
• You log ticket data accurately, track core metrics like first-contact resolution and response time, and proactively surface patterns and recurring issues to the team lead before they become bigger problems.
• You design and document systems in Intercom or support workflows that make your own job more efficient and improve the overall customer experience.
• You structure your own workflow and ticket tracking so that nothing falls through the cracks, flagging follow-ups, setting reminders, and managing your own accountability without external prompts.
• You develop and maintain knowledge base articles, internal documentation, and workflow improvements that help customers help themselves and reduce repeat ticket volume over time.
• You collaborate with Customer Success and Engineering by presenting customer insights persuasively, backed by specific examples and data, so they understand the impact and prioritize accordingly.
• You're not satisfied with simply maintaining the status quo: you're always looking for ways to make things better, whether that's a smarter workflow, a clearer article, or a more efficient process.

Benefits

• 401(k) Retirement Savings Plan
• Equity Compensation
• Dinner Provided via DoorDash & stocked kitchen for NY employees
• Medical, Dental, and Vision coverage coverage of up to 100% premiums for you and your family
• HSA / FSA
• 11 paid holidays each year
• Unlimited PTO
• Training and professional development
• Hybrid Work Schedule (4 days onsite, 3 if located > 1 hour away)

What This Job Offers

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