United States onlyThe Customer Success Representative (CSR) will be fully remote but required to be in the Pacific Time Zone, and plays a key role in delivering a world-class experience to our customers—including clinicians, clinical staff, and administrators—by supporting them through onboarding, training, and product ordering. This role combines operational execution with a customer-first mindset, emphasizing responsiveness, professionalism, and collaboration. You’ll work cross-functionally and be empowered to solve problems proactively while embodying our standards for high performance.
Essential Responsibilities:
- Customer Engagement & Support:
- Serve as a primary point of contact for users of Artera’s products.
- Guide customers through onboarding, ordering, and troubleshooting in a timely and courteous manner.
- Deliver empathetic, solution-oriented support that reflects an understanding of customer needs.
- Operational Excellence:
- Use tools like Zendesk and Salesforce to manage and resolve support tickets with accuracy and attention to detail.
- Maintain consistent documentation and follow standard operating procedures (SOPs).
- Identify and communicate opportunities for workflow or experience improvements.
- Cross-Functional Collaboration:
- Partner with internal teams (Sales, Product, Operations) to resolve customer issues and ensure smooth communication.
- Share insights from the field to contribute to product development and service enhancements.
Performance Expectations (Based on Best Practices):
- Customer-Centric Mindset:
- Approach every interaction with empathy, patience, and a genuine focus on the customer experience.
- Proactively seek solutions and follow through to ensure resolution.
- Effective Communication:
- Communicate clearly and respectfully, both in writing and verbally.
- Actively listen and tailor responses to different customer profiles and needs.
- Accountability & Ownership:
- Take full responsibility for assigned tasks and follow them through to completion.
- Own mistakes and use them as learning opportunities.
- Time Management & Efficiency:
- Prioritize work based on urgency and customer impact.
- Balance workload while meeting responsiveness and resolution benchmarks.
- Adaptability & Continuous Growth:
- Embrace change and remain resilient in a dynamic startup environment.
- Seek feedback and apply learning to improve performance.
- Qualifications:
- Bachelor’s degree required
- Minimum 1 year experience in customer service, ideally supporting healthcare professionals
- 3+ years working in collaborative, team-based environments
- Proficiency with customer service platforms like Zendesk preferred
- Strong problem-solving, communication, and organizational skills
- Preferred experience in a laboratory setting (e.g. pathology, biochemistry, or molecular biology)
