Location: Remote (USA) or Hybrid (Utah)

Department: Customer Success

Reports To: Chad Sheffield

Overview:

Rivet is a venture-backed SaaS startup building vertical software for healthcare providers to make the U.S. healthcare system more transparent and efficient. We are on the lookout for a skilled Customer Support Representative to join our support team. The ideal candidate should possess exceptional written communication skills, a passion for assisting others, and the ability to thrive in a fast-paced environment.

About this Position:

As a Customer Support Representative, you will be the primary point of contact for our customers through our in-app product chat. Your responsibilities will include providing outstanding support to our healthcare customers, resolving their issues, filing internal support tickets, and ensuring their satisfaction with our products and services. Collaboration with various internal teams to identify and troubleshoot customer issues will be crucial. Your customer-focused approach and excellent communication skills will play a pivotal role in helping Rivet Health meet customer needs and exceed expectations.

Key Responsibilities:

• Respond to customer inquiries and provide support via chat and email promptly and professionally.
• Assist Rivet’s healthcare customers to ensure optimal product adoption.
• Develop and maintain training documentation for customer self-serve tools.
• Serve as the voice of the customer, escalating issues internally to resolution.
• Collaborate with product and engineering teams to identify, troubleshoot, and resolve customer issues.
• Stay updated on product changes and updates, providing accurate information to customers.
• Maintain accurate records of customer interactions and support requests.
• Ensure closure of outstanding and resolved customer support issues.
• Identify opportunities to enhance the customer experience and propose potential solutions to the support team.

Preferred Skills:

• Minimum of 1 year of experience in a customer support or chat support role.
• Strong written communication skills with the ability to convey complex information clearly and concisely.
• Familiarity with healthcare benefits and eligibility, including an understanding of medical terminology, CPT/ICD-10 codes, and HIPAA regulations.
• Comfort and ability to research complicated healthcare questions.
• Strong problem-solving skills and ability to think on your feet.
• Ability to work independently as well as part of a team.
• Strong attention to detail and accuracy.

Who you are:

• You are customer-centric and enthusiastic about helping others.
• You enjoy problem-solving and puzzles.
• You are excited about the growth and opportunities that come with working for a growing start-up.
• You like collaborating with others, but also feel comfortable working on your own.

Why Rivet?

• Healthcare administration is awful and we’re making a dent in that ever-so-important universe, reimagining the financial and revenue cycle technology stack for healthcare’s hardest jobs. Where other products stop, we begin.
• Ownership and accountability - we'll give you the reins and hold you responsible for delivering great results (while helping you along the way).
• Wear lots of hats - we're small and scrappy, so you'll learn first-hand about the different aspects of a SaaS company.
• Ship product early and often - you'll learn which ideas worked or not so you can iterate quickly to build a great product.
• Work with a best-in-class team - we're driven, smart, hard-working, and we have a ton of fun together.
• Be yourself - we recognize and celebrate our differences and want you to bring your full self to work.
• Mentorship - our leaders and fellow Riveteers will challenge and support your growth and development.
• Great benefits - including 100% of healthcare premiums paid, strong HSA contributions, stock options, PTO, and more.

We are proud to be an equal-opportunity workplace that values diversity and does not discriminate based on various characteristics. Please note that Rivet does not currently provide sponsorship for employment visas (e.g., H-1B visa status).