Customer Operations Associate

AirPay; New York (NY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

AirPay in New York City is seeking a Customer Operations Associate to own execution across processes impacting every customer's experience. You will collaborate with Customer Success, Operations, and Engineering to identify issues, implement short- and long-term solutions, and drive improvements that boost satisfaction and adoption.

You will manage cross-functional projects with a bias to action, build playbooks, and help deploy features while ensuring scalable, efficient processes and timely

Qualifications

• Minimum 3+ years in a cross-functional operations and/or consulting role.
• Strong project management and prioritization skills across multiple internal teams.
• Technically savvy with a strong understanding of data flow between systems.

Responsibilities

• Collaborate with Customer Success, Operations, & Engineering to identify systemic issues and implement short- and long-term solutions.
• Provide step-by-step guidance and materials for payer/feature roll-outs and customer outreach.
• Create and maintain clear documentation and playbooks for key workflows.
• Partner with Customer Success to configure and deploy feature/data enhancements for dental customers.
• Respond to customer queries related to data enhancement setup and post-live issues; troubleshoot and resolve problems.

Skills

Cross-functional operations

Project management

Data flow understanding

Troubleshooting

Written communication

Verbal communication

Startup mindset

NYC relocation

Office collaboration

Job description

At AirPay, we are on a mission to improve the consumer experience for dental patients. We are growing rapidly, partnering with top dental provider groups and insurance carriers. Our company is backed by top tier VC’s led by IA Ventures along with the founders of Flatiron Health, Clover Health, Shutterstock and more.

We are committed to delivering exceptional customer service and building lasting relationships with our users. We’re looking for a dynamic and motivated Customer Operations Associate to join our team and help us maintain our high standards of customer care.

About the Role

As a Customer Operations Associate, you will become an expert in all things AirPay and own execution across a wide-set of processes & projects that impact every customer’s experience. You will continually seek ways to improve outcomes, problem-solve through challenges, and optimize and automate processes so you can move onto the next priority.

In this role, you will collaborate cross functionally with the Customer Success team, Operations team and Engineering to identify systemic issues and/or opportunities, problem solving and implementing both short-term and long-term solutions. You have a bias to action, taking initiative to move work forward while owning the outcome and not just the task. Your day to day work will directly impact customer satisfaction, retention, and product adoption. Example workstreams include troubleshooting payers that are not processing as expected, building a playbook for a new feature we’re launching for customers, project managing a customer outreach initiative. In addition, all Operations roles cross-train on additional AirPay responsibilities to enable flexibility to match customer needs.

This is an in-person role based out of our New York City office, with flexibility for some remote work.

Key Responsibilities

• Collaborate with Customer Success, Operations, & Engineering to identify systemic issues and/or opportunities and problem solve and implement both short-term and long-term solutions
• Provide step-by-step guidance and materials for the Customer Success team to enable efficient and effective payer/feature roll-outs and/or customer outreach
• Create and maintain clear and concise documentation & playbooks for key workflows
• Partner with Customer Success team to work with dental customers directly to configure and deploy feature and/or data enhancements
• Respond to customer queries related to data enhancement setup, feature roll-outs or post-live issues, troubleshooting and resolving problems efficiently
• Own outcomes end-to-end, finding ways to simplify, scale, optimize and automate while maintaining a high bar for balancing customer value with efficiency
• Escalate complex technical issues to the appropriate internal teams (engineering, customer success, etc.) and act as a liaison to ensure timely resolution
• Identify and execute on quick wins to continually improve the customer experience

Skills & Qualifications

• 3+ years in a cross-functional operations and/or consulting role
• Strong project management & prioritization skills as this role works across multiple internal teams and impacts new and existing customers
• Technically savvy with a strong understanding of data flow between systems
• Excellent troubleshooting skills with the ability to diagnose and resolve customer issues, both independently and in collaboration with customer-facing teams
• Strong written and verbal communication skills; ability to explain complex ideas in simple terms
• Adaptability and self-motivation; desire to work in a startup environment where roles may shift and we may encounter new and unfamiliar situations
• Strong work ethic. We are committed to excellence, so we work harder and smarter.
• Believes that work should be enjoyable. We are a close-knit team and care about having fun at work - we want you to feel the same.
• Mission-oriented with an interest in healthcare & fintech, and eager to be part of solving America’s healthcare crisis
• Based in NYC or willing to relocate, and able to work in the office at least 3 days a week.

Please note that you must be legally authorized to work in the U.S. for this position.