Customer Success

DeepScribe; Northern (KY); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Equity stake

Flexible PTO

Work from home stipend

Health, dental, vision, 401K

Job summary

DeepScribe is seeking a Customer Success professional to be the main point of contact for our customers, answering questions, diagnosing problems, and guiding them through the product via phone, email, or in-app messaging.

You will work cross-functionally with CS, billing, Product, Engineering, and Sales to resolve issues, improve workflows, and ensure a memorable, high-quality experience for customers in a fast-growing environment.

Qualifications

• You are passionate about supporting customers and providing a memorable experience.
• You enjoy problem resolution and delivering satisfaction to customers.
• You are the frontline of support, diagnosing issues and solving problems with a positive attitude.

Responsibilities

• Be the primary contact for customers, answering questions and diagnosing problems via phone, email, and in-app messaging.
• Assist customers with product usage, workflows, and troubleshooting; identify bugs and report them to relevant teams.
• Collaborate cross-functionally with CS, billing, Product, Engineering, and Sales to resolve issues and improve processes.

Job description

Our Mission

At DeepScribe, everything we do is focused on our mission - to bring back the joy of care to medicine. Our goal is to empower physicians with the tools they need to improve both efficiency and efficacy, and to improve patient outcomes by increasing the trust and understanding they have with their physician.

Our Customer Success team is the front line support for our customers, which helps our customers maximize the value they get from our revolutionary technology.

What you’ll do

You’ll be the primary point of contact for our customers, where you’ll answer their questions, diagnose problems, and respond to queries about the product. You’ll interface with customers by telephone, email, and in-App messaging systems depending on the escalation.

Your impact

• You’ll be responsible for providing world-class customer service
• Support customers through workflow concerns, app functionality, troubleshooting, bug identification, EHR integration, and more
• Partner and work cross-functionally (e.g. CS, billing, Product, Engineering, Sales)
• You’ll make an impact not only for the customers, but also for internal stakeholders, bringing to attention patterns of customer concerns and needs

About You

• You’re passionate about supporting customers and providing a memorable experience
• You see problem resolution as an opportunity to shine and create a satisfied customer
• You enjoy being the front line of support for customers, answering questions, diagnosing technical issues, and solving problems with a smile
• You’re a strong communicator, both written and verbally
• You’re familiar with identifying bugs, and working with various stakeholders to find workaround and resolve issues successfully
• You’re proactive and anticipate issues and inefficiencies, rather than reacting to things that have snowballed

Compensation and Benefits

• $50,000 - $65,000 annual salary
• Meaningful equity stake in the company
• Flexible PTO
• Work from home stipend
• Medical, Dental, Vision, 401K and other benefits are also offered

About the Team

Our customer success team thrives in a rapidly evolving environment, and has the opportunity to work with many functions to ensure our customers receive the best experience possible. Come join us in this exciting growth phase!

At DeepScribe, we value trust, teamwork, and transparency, and we’re dedicated to promoting diversity and equity in the workforce through inclusive hiring practices. Candidates with backgrounds that are underrepresented in the technology industry are encouraged to apply.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required eligibility verification form upon hire.