Customer Support

• Own the customer support queue and its resolution outcomes
• Triage, diagnose, and increasingly resolve customer issues end to end
• Reproduce problems in a sandbox, query data, read logs, and trace ERP integration failures
• Use AI coding agents to take well-understood issues from ticket to merged pull request, with engineering review
• Route issues to Product and Engineering with evidence and identify recurring themes
• Monitor customer accounts, renewals, and potential account risks for AM or CSM escalation
• Run incidents, including timelines, customer communications, engineering coordination, and close-out
• Build monitoring and early-warning signals
• Convert incidents into permanent fixes, product changes, monitors, or processes
• Design scalable support systems, including AI agents, knowledge bases, diagnostic tooling, and product changes
• Define severity and escalation standards and own reported support metrics
• Help new support hires become productive
• Participate in the medic rotation as first line for the full queue

Customer Support Associate

• Define and own Lightning AI’s customer experience strategy across onboarding, implementation, adoption, technical success, support coordination, retention, and expansion
• Build, lead, and develop a global team of Technical Account Managers and Support Engineers
• Establish account-health frameworks combining product usage, platform reliability, workload performance, customer sentiment, support activity, and commercial risk
• Create escalation and incident-management processes with fast response times, clear ownership, internal coordination, and proactive communication
• Define and track metrics including time to value, activation, platform adoption, workload growth, retention, expansion, customer health, resolution time, and customer satisfaction
• Turn customer conversations and usage patterns into actionable insights for Product and Engineering
• Scale the function through customer engagement, automation, self-service resources, and repeatable programs
• Advise executives on retention, risk, adoption, and account health
• Partner across customers, Engineering, Product, Sales, and Infrastructure

Director of Customer Experience

• Serve as a point of contact for students, guardians, providers, and school partners via SMS, email, phone, and voicemail
• Use internal tools including an EHR, Claude, Notion, and Slack to resolve questions and issues
• Own support cases end to end, including appointment rescheduling, therapist rematching, custody conflicts, and transitions to higher-acuity care
• Work cross-functionally to find solutions and close the loop
• Identify recurring friction and recommend improvements to Product & Engineering
• Build and improve CX processes, documentation, and workflows, including inbox structures, macros, SOPs, and shared learnings
• Handle cases escalated by AI agents and review their responses for accuracy and tone
• Use AI tools for drafting, translation, and summaries
• Collaborate with Operations to ensure a seamless care journey

Customer Experience Associate, Bilingual

• Provide IT services covering desktop, mobile, infrastructure, and application management
• Monitor compliance with IT standards and processes
• Use established metrics and KPIs to help improve IT service delivery
• Assist with operating, supporting, and improving ITIL processes, including Change Management, Configuration/Inventory Management, Incident and Problem Management, and Request Fulfilment
• Publish and maintain ITSM-related process workflows and procedure documents
• Improve the IT Service Catalog
• Test and implement new systems
• Function as backup to other department roles
• Provide rotational after-hours on-call support
• Monitor critical systems to maintain continuous IT service availability
• Resolve complex technical problems and provide expert technical assistance to internal users
• Train and support technology users across the enterprise

IT Digital Support Specialist

• Triage customer chat requests and service desk tickets for Mindex product applications, including server and/or database troubleshooting
• Troubleshoot Mindex product applications and server- and database-related tickets, escalating when further investigation and documentation are required
• Work with customers to document and reproduce issues; document the scope and customer criticality of defects and bugs
• Assist in deploying custom reports and procedures
• Monitor the Service Desk ticketing system for product issues and trends
• Collaborate with team members on training and documentation, including FAQs
• Identify product application, server, and database-related trends and suggest product enhancements
• Contribute to critical incident management and provide updates to internal and external stakeholders
• Contribute to departmental goals, OKRs, and initiatives
• Assist with customer meetings and attend conferences as a subject matter expert
• Act as the primary point of contact for assigned customers as needed

Product Support Specialist

• Perform complex secretarial and administrative duties supporting clinical, educational, and academic programs
• Prepare clinics, manage providers' time and calendars, optimize provider-patient schedules, coordinate patient care, and support information/data needs
• Serve as primary contact for providers and manage calendars, appointments, meetings, documentation, and information
• Identify missing orders, gather referral and prior authorization information, and coordinate follow-up actions
• Compose correspondence, appeals on denied claims, and factual communications; obtain provider signatures
• Arrange travel, conference registration, and hotel accommodations
• Facilitate invited lectures and speaking engagements with organizations and hospitals
• Research hospital medical records for physicians, insurance companies, and attorneys
• Determine and negotiate the order and scheduling of daily surgeries and ambulatory procedures
• Coordinate with Operating Room scheduling and Ambulatory Surgical Center staff; authorize overbooking and rescheduling according to protocols
• Order and confirm surgical/procedure equipment, devices, and medication
• Ensure surgical/procedure details, materials, locations, pre-operative testing, evaluations, patient education, and follow-up are complete
• Complete disability paperwork using electronic medical record information
• Assess and prioritize patient calls, obtain provider responses, and follow up with patients
• Serve as main point of contact for patients before and after surgery
• Perform other duties as assigned

Physician Support Rep III

• Lead assigned client projects and workstreams from planning through delivery
• Maintain project plans, timelines, milestones, and deliverables
• Monitor project progress and proactively identify and resolve risks or challenges
• Manage multiple workstreams and priorities simultaneously
• Build strong relationships with client stakeholders and develop a deep understanding of their business and objectives
• Lead client meetings, project discussions, and status updates
• Communicate project progress, findings, recommendations, and next steps
• Identify opportunities to add value and improve the client experience
• Analyze quantitative and qualitative research data to identify meaningful trends and insights
• Develop analyses and translate findings into actionable recommendations
• Develop and review client-facing presentations, reports, and other deliverables
• Support customer experience, market research, and customer journey initiatives
• Develop knowledge of the life insurance industry, including customer needs, products, and market trends

Senior Analyst, Customer Experience

• Intake new cases and review and verify information and requests
• Draft cases by entering information into the Dane Street AccessDS system
• Work with clients to obtain missing information needed to process claims
• Sort, organize, and create medical document listings when required
• Assign and schedule cases to appropriate physicians based on location, reviewer availability, guidelines, jurisdictional requirements, and client requirements
• Ensure assigned physicians have no conflicts of interest with case assignments
• Monitor, process, and track cases to meet deadlines
• Frequently update clients on cases in progress
• Communicate questions about referral information to ensure proper documentation is provided to assigned reviewers
• Ensure proper documentation for specified cases is provided to clients
• Perform other duties and special projects as assigned based on business needs

Workers Comp Customer Service Representative

• Respond to player queries through approved ticketing, chat, email, and social support channels
• Triage player issues, investigate reported problems, and follow documented steps
• Provide clear, friendly, and accurate responses in line with project guidelines
• Become familiar with supported games to better understand player issues
• Carry out account actions where permitted by written policy and access permissions
• Document player issues, trends, bugs, and escalations in the appropriate workspace
• Escalate complex, sensitive, or high-impact issues to internal or client-side teams
• Meet agreed service level, productivity, quality, and player experience targets
• Assist with reporting by tracking information through approved platforms and spreadsheets
• Support managers and teammates with role-appropriate tasks when needed
• Maintain confidentiality, data privacy, and information security standards

Player Support Agent, German

• Research complex customer service cases, process billing adjustments, and communicate resolutions to customers and clients for tolls and violations
• Review, respond to, and resolve multi-channel written inquiries from vehicle renters and associated agencies and businesses
• Prioritize daily workload based on assigned task importance
• Track and communicate abnormal service inquiry trends to leadership
• Create clear, complete documentation and notes for all inquiries
• Assist with customer service calls when needed to meet service level objectives
• Assist with other necessary tasks
• Interact with internal departments, Tolling Authorities, Issuing Authorities, and Collections Agencies to resolve renter disputes
• Assist with client expedited requests

Customer Support jobs in New York