Customer Operations Associate

About Us

At AirPay, we are on a mission to improve the consumer experience for dental patients.  We are growing rapidly, partnering with top dental provider groups and insurance carriers.  Our company is backed by top tier VC’s led by IA Ventures along with the founders of Flatiron Health, Clover Health, Shutterstock and more. 

We are committed to delivering exceptional customer service and building lasting relationships with our users. We’re looking for a dynamic and motivated Customer Operations Associate/Manager to join our team and help us maintain our high standards of customer care.

About the Role

As a Customer Operations Associate/Manager, you will become an expert in and drive roll-outs for payer data enhancements that deepen the breadth coverage information available in AirPay.

In this role, you will collaborate cross functionally with the Customer Success team, Payer Operations team and Engineering to define, optimize, and own an end to end process to enable internal team members & customers to maximize the value of our solution.  You will build playbooks & enablement materials, troubleshoot data-related issues, and continually optimize & adapt our approach. Your expertise will directly impact customer satisfaction, retention, and product adoption.  This role will cross-train on additional AirPay responsibilities to enable flexibility to match customer needs.

This is an in-person role based out of our New York City office, with flexibility for some remote work.

Key Responsibilities

• Collaborate with engineering & payer operations to understand data enhancements pipeline, readiness for roll-out, and success requirements 
  

• Provide step-by-step guidance and materials for the Customer Success team to enable efficient and effective roll-outs 
  

• Create and maintain clear and concise documentation & playbooks for data enhancement set-up for new implementations
  

• Partner with Customer Success team to work with dental customers directly to configure and deploy data enhancements
  

• Project manage data source transitions, including preparation, testing, and leading cross-functional teams on execution 
  

• Respond to customer queries related to data enhancement setup, or post-live issues, troubleshooting and resolving problems efficiently
  

• Escalate complex technical issues to the appropriate internal teams (engineering, customer success, etc.) and act as a liaison to ensure timely resolution
  

• Collaborate with engineering to consistently improve performance of data enhancements
  

Skills & Qualifications

• 4+ years in a cross-functional operations and/or consulting role
  

• Strong project management & prioritization skills as this role works across multiple internal teams and impacts new and existing customers
  

• Technically savvy with a strong understanding of data flow between systems
  

• Excellent troubleshooting skills with the ability to diagnose and resolve customer issues, both independently and in collaboration with customer-facing teams
  

• Strong written and verbal communication skills; ability to explain complex ideas in simple terms
  

• Adaptability and self-motivation; desire to work in a startup environment where roles may shift and we may encounter new and unfamiliar situations
  

• Strong work ethic. We are committed to excellence, so we work harder and smarter.
  

• Believes that work should be enjoyable. We are a close-knit team and care about having fun at work — we want you to feel the same.
  

• Mission-oriented with an interest in healthcare & fintech, and eager to be part of solving America’s healthcare crisis
  

• Based in NYC or willing to relocate, and able to work in the office at least 3 days a week.