Founding Customer Support Specialist

Job title: Founding Customer Support Specialist

About the Role Arya Health is building a digital workforce for healthcare—intelligent agents that automate scheduling, compliance, onboarding, and more, so providers can focus on patients, not paperwork. As Founding Customer Support Specialist, you'll be among the first people customers turn to when they need help, clarity, or confidence, supporting operators daily, troubleshooting product and workflow issues, and helping build the support function from the ground up. This is not a ticket-taker role; you should bring startup experience, urgency, and a mindset to turn frontline signals into product and customer success insights.

What You'll Do

• Respond to customer questions with speed, accuracy, warmth, and strong judgment.
• Investigate issues across product behavior, customer workflows, configuration, data readiness, and user expectations.
• Write clear support notes and customer-facing explanations that turn complexity into simple next steps.
• Partner with Engineering and Product to reproduce issues, clarify expected behavior, and close the loop with customers.
• Build the first version of Arya's support knowledge base, internal troubleshooting playbooks, and support macros.
• Identify recurring themes in support volume and recommend product, onboarding, or process improvements.
• Help Customer Success and Deployment teams spot risk, adoption blockers, and training opportunities.
• Represent Arya with professionalism and calm when customers are under operational pressure.

What We're Looking For

• Startup experience in a fast-moving environment where you had to create process while doing the work.
• Customer judgment: calm difficult situations, ask good questions, and tell customers what is true without overpromising.
• Technical curiosity: comfortable learning software deeply, investigating issues, and partnering with technical teammates.
• Ownership orientation: you do not just close tickets; you improve the system so the same issue is easier next time.
• 2+ years in customer support, customer success, operations, implementation, or technical support, ideally in SaaS, healthtech, AI, automation, or other operationally complex environments.
• Excellent written communication with a clear, calm, customer-friendly tone.
• Strong organization and follow-through across multiple open issues and stakeholders.
• Comfort with support tools, CRMs, documentation tools, spreadsheets, and workflow software.
• Ability to translate customer confusion into product feedback, process gaps, or documentation improvements.
• Comfort working with healthcare operators, frontline teams, and busy operational leaders.
• A low-ego, high-initiative style and excitement about building the first version of a function.

Compensation & Benefits

• Competitive salary + equity
• Health benefits