Customer Support Associate

About Brellium

Brelliums mission is a big one to improve the standard of care across the US healthcare system. Weve built AI-powered technology that helps healthcare providers deliver safer higher-quality care - starting with the first real-time medical review platform built to fix clinical and compliance risks before they impact patients.

Each year 1 in 20 people in the U.S. experiences a medical diagnostic or compliance-related mistake. Most providers lack the time staffing and tools to mitigate these issues - so they go unnoticed impacting care quality and increasing clinical and financial risk.

Brellium is building the AI-powered platform that helps providers deliver safer more consistent care by mitigating risk early and aligning patient visits with clinical best practices. Our goal is to give every provider in the U.S. the tools to deliver clinically excellent data-driven care - at scale.

Brellium was founded in 2021. Since then weve grown to serve over 250000 providers across all 50 states who use Brellium to take better care of their patients and ensure data-driven compliant care. Were a Series A company with over $30MM in funding from First Round Capital Left Lane Capital and Menlo Ventures.

About the role

Youll be the front line of Brelliums customer experience the person our healthcare customers hear from when something isnt working and they need answers fast. Youll own our Intercom queue end-to-end ensuring every customer gets a timely high-quality response that meets our SLAs and drives strong CSAT. Youll 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.

What youll do at Brellium

Deliver

• 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 customers technical fluency and emotional state shifting tone and detail level fluidly between frustrated users engineering teams and executive stakeholders.

Solve

• You build deep knowledge of Brelliums 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.

Improve

• 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.

Build

• 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.

• Youre not satisfied with simply maintaining the status quo: youre always looking for ways to make things better whether thats a smarter workflow a clearer article or a more efficient process.

What were looking for

• 02 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

Bonus Points

• 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

Compensation: $75000-$85000

We are committed to offering a comprehensive and competitive total rewards package including robust health benefits commuter benefits and meaningful ownership opportunities through equity. Compensation decisions are made holistically ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.

Benefits offered include:

• 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 it means to be One of Us

Bias to Action: Brellium teammates do not wait to make reversible decisions or seek unnecessary approval. We quickly decide and move forward. If the decision was incorrect we quickly reverse it and move forward.

Thinks for themselves: Brellium teammates do not take things at face value. We ask why until base truth is reached. If a better solution is present Brellium teammates use it regardless of status quo.

Negative Maintenance: The opposite of high maintenance isnt low maintenance - its negative maintenance. Brellium teammates are poised under pressure self-motivated self-improving self-disciplined self-aware and non-defensive.

Expect Excellence: We hold ourselves to exceptionally high and continuously rising standards. We strive for thoughtfulness in our decision making and for speed and quality in our execution. We acknowledge trade-offs and communicate proactively.

Communicate with Clarity: Brellium teammates communicate concisely directly and purposefully. We optimize for ensuring our points are easily understood the first time.

We are aware of fraudulent job offers claiming to be from Brellium. All legitimate communication comes from or and we will never ask for money or sensitive personal information as part of our hiring process. If there are any questions please direct them to

Required Experience:

IC