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Client Success Specialist

Who We Are

Fibroblast is a fast-growing, venture-backed health-tech startup based in Chicago. We’re on a mission to fix our broken healthcare system. We’re automating and accelerating today’s manual, paper-based referral process to ensure patients receive the highest quality care and no patient slips through the cracks. We’re using data to improve the care patients receive and reduce the overall cost of healthcare.

What We’re Looking For

The ideal candidate for this role is passionate about delivering above-and-beyond client experiences. You are a high performing, goal-oriented person driven by excellence in all you do. You demonstrate a high level of proactivity, anticipating new opportunities to learn more and add value to the team. You think on your feet, take initiative, and juggle multiple moving parts at once, exercising sound judgement under pressure. You have exceptional written and verbal communication skills. You are eager to contribute to a culture of positivity and continuous growth, which pushes you to go above and beyond to delight customers and caregivers in the field. We’re looking for candidates who take initiative to exceed expectations. Our Customer Success team is goal-driven and passionate about making a positive impact in patients’ lives through our platform.

Key responsibilities include, but are not limited to:

  • Become an expert in all Fibroblast products, services, and systems
  • Deliver prompt, courteous service to clients via phone, email, and web
  • Use discovery, critical thinking, and problem-solving processes to troubleshoot issues and generate solutions
  • Drive community engagement by proactively onboarding and training practices and providers
  • Advocate for clients’ issues, inquiries, concerns, needs, and suggestions while maintaining ownership of the case and follow through to completion
  • Document accurately, thoroughly, and efficiently all client interactions in HelpScout, our issue tracking application and manage Grasshopper, our call center application
  • Escalate technical or support issues to team members as needed
  • Work closely with Client Success Managers to ensure that client cases are resolved and documented correctly in a timely manner, with regular follow-up on open, escalated cases
  • Methodically capture and distill new insights from interactions with users to improve the product
  • Other Client Success related duties as assigned

Qualifications: Knowledge, Skills, and Abilities Required

  • Bachelor’s degree, or equivalent education and/or experience
  • 1-2 years of experience in customer success and support role
  • Passion for and connection to our mission
  • Strong bias toward action, able to self-motivate and self-educate when needed
  • Strong organizational skills and high attention to detail
  • Exceptional written and verbal communication skills
  • Comfortable with constant change and ambiguity
  • Comfortable spending entire work day working on a laptop in a shared space work environment
  • Comfortable making and receiving multiple phone calls per day
  • Proficiency in iOS, Microsoft Office, and Google G-Suite
    • Must demonstrate during interview that you can operate the following at medium to high competency: Excel, a MacBook/iOS, Google Drive, Gmail, and others)
  • Experience in healthcare industry preferred 

Compensation/Perks

  • $17 - $22/hr (equivalent of $35,000 - $45,000 per year)
  • Office located in Near North, highly accessible by public transit, rooftop deck and lap pool, discounted gym and parking, happy hours
  • Weekly sponsored team happy hours
  • Tons of snacks and catered lunch weekly 
  • Salary and benefits eligible after 90 days

Fibroblast is an equal opportunity employer. We do not discriminate on the basis of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

To learn more about our company, please visit www.fibroblast.com

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