Customer Experience Analyst - Proactive Support & Insights

Waystar, Inc; Atlanta (GA); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Competitive total rewards

Customizable benefits package

3 weeks PTO + 13 holidays + 2 floating

Flexible time off for exempt staff + 2

Paid parental leave

Education assistance + LinkedIn Learn

Mental health resources & fertility/re

401(K) with company match

Pet insurance

Employee resource groups

Job summary

Waystar is seeking an experienced customer support professional to join our Atlanta-based team. You will provide advanced front-line support to clients across phone, email, and chat, resolve complex product questions, and guide customers through onboarding and implementation processes.

You will educate clients on features, best practices, and new releases, document interactions in the CRM, and collaborate with cross-functional teams to drive client satisfaction and product improvements.

Qualifications

• 2–4 years in customer service or client success in healthcare tech or software.
• Strong ability to resolve complex client issues with a focus on satisfaction.
• Ability to translate technical concepts for non-technical audiences.

Responsibilities

• Provide advanced front-line support to Waystar clients via phone, email, and chat.
• Troubleshoot client issues and escalate to engineering/product management when needed.
• Educate clients on product features, best practices, and new releases.
• Conduct client training sessions (1:1 or small groups).
• Document client interactions, issues, and resolutions in the CRM.
• Collaborate with sales, professional services, and product teams to share feedback.
• Help develop and maintain client-facing knowledge base articles.
• Assist with onboarding and implementation processes.
• Maintain up-to-date product knowledge and confidentiality.

Skills

CRM proficiency

Excellent communication

Problem-solving

Team collaboration

Education

Bachelor's degree preferred

Tools

Salesforce

Zendesk

Job description

Waystar is seeking an experienced customer support professional to join our Atlanta-based team. You will provide advanced front-line support to clients across phone, email, and chat, resolve complex product questions, and guide customers through onboarding and implementation processes.

You will educate clients on features, best practices, and new releases, document interactions in the CRM, and collaborate with cross-functional teams to drive client satisfaction and product improvements.