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Dhaka, Bangladesh
Healthcare providers go into medicine to care for people, but end up losing valuable time each day to admin work and other workplace challenges. Time that could otherwise be spent helping patients. And patients end up suffering as a result. At Commure + Athelas, we build solutions that simplify providers' lives and keep them connected to their patients so they can focus on doing what matters most: providing care.
Our innovative suite of software and hardware – augmented by advanced LLM AI, RTLS, and healthcare workflow automations – boosts efficiency across every domain of healthcare, freeing up healthcare providers to spend more of their time caring for patients. Our growing suite of technologies include staff duress alerting, asset tracking, patient elopement, revenue cycle management, clinical documentation and intake, provider copilots, patient engagement and communication, home health, remote patient monitoring, and more.
Today, we support over 250,000 clinicians across hundreds of care sites around the country. And we’re only just getting started: Healthcare’s watershed moment for AI-powered transformation is here – so join us in creating the technology to power healthcare!
About the Role:
Our Customer Support team works 1:1 with doctors across the United States. They personally troubleshoot and escalate technical issues from our Bangladesh office. We expect our Customer Support Specialist to be hungry for a new opportunity to learn and grow in a position that is equal parts of customer success and technical support. If you are passionate about serving customers, have a strong sense of collaboration, and learn technical troubleshooting steps quickly, this may be the perfect role for you!
Responsibilities:
Customer Support:
Respond to customer requests with clear, professional, and empathetic communication using excellent verbal and written English skills.
Ensure timely resolution of requests in line with our Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
Adhere to escalation protocols and collaborate with other departments for proper follow-ups.
Cross-Functional Collaboration:
Collaborate with internal teams, such as Account Management, Engineering, Operations, to resolve customer issues.
Escalate concerns appropriately and ensure updates are shared with the relevant stakeholders.
Basic Task Management:
Assist with daily tasks, such as tracking customer requests, updating systems, and documenting resolutions.
Follow clear instructions to complete assigned workflows accurately and on time.
Reporting and Follow-Up:
Share updates on completed tasks and escalate any challenges to the relevant teams.
Support the team in keeping records organized and maintaining basic reports on progress.
Requirements:
Education:
Master’s or Bachelor’s degree in any discipline from a reputed university is preferred.
Experience:
0-2 years of experience in customer support or technical support preferred.
Skills:
Excellent verbal and written English communication and documentation skills.
Proven ability to learn technical concepts and workflows quickly, either through education or previous roles.
Empathy for customers and a strong sense of accountability to drive issues to resolution.
Strong multi-tasking skills with the ability to prioritize tasks effectively in a fast-paced environment.
Comfortable working hybrid/night shifts to accommodate US time zones.
Comfortable learning and using tools like Zendesk, Excel, and internal systems.
Details:
Work Shift: Night (On-site)
Weekdays: Monday to Friday
Why you’ll love working at Commure + Athelas:
Highly Driven Team: We work hard and fast for exceptional results, knowing we’re doing mission-driven work to transform the country’s largest sector.
Strong Backing: We are backed by top investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital and Elad Gil.
Incredible Growth: Prior to our merger in late 2023, Commure + Athelas had independently grown more than 500% YoY for three consecutive years. We’ve achieved Series D funding, have an industry-leading runway, and continue to scale rapidly.
Competitive Benefits: Unlimited PTO, medical, dental, vision, excellent maternity and paternity paid time off. Note that benefits are subject to change and may vary based on jurisdiction of employment.
Commure + Athelas is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.
Please be aware that all official communication from us will come exclusively from email addresses ending in @getathelas.com or @commure.com. Any emails from other domains are not affiliated with our organization.
Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.
Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $4,000 - $6,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.