Customer Support Associate

Customer Support Specialist

Camber is seeking a motivated and customer-focused Customer Support Specialist to join our Customer Experience team as our inaugural support hire. This role will serve as a centralized resource supporting our Account Managers by taking ownership of customer inquiries, troubleshooting, and operational support across our customer portfolio. The ideal candidate will have 1-3 years of customer support experience with strong problem-solving skills and a passion for helping customers succeed. This position plays a crucial role in optimizing our service delivery model, improving response times, and enhancing the overall customer experience while enabling our Account Managers to focus on strategic relationship management.

What You'll Do:

• Directly own customer inquiries and investigation requests, resolving cases independently with knowledge documents, macros, or input from cross-functional teams
• Diagnose operational and financial issues from our customers, escalating complex cases to appropriate team members
• Develop and maintain Standard Operating Procedures (SOPs) for common customer support scenarios
• Create and optimize workflows to streamline customer support processes, with an eye toward improving response times
• Collaborate with Account Managers to ensure seamless information handoffs for strategic customer issues
• Contribute to knowledge base development and maintenance for both internal and customer-facing resources
• Work closely with Implementation, SMB, and Enterprise teams to ensure consistent support throughout the customer lifecycle
• Analyze support metrics to identify improvement opportunities and enhance team efficiency

What We're Looking For:

• Customer-first mentality genuine empathy for customer needs and challenges, with a passion for delivering exceptional support experiences and always advocating for the customer perspective
• Bias for action a drive to dive in head-first into ambiguous problems, and to get hands dirty to find solutions. Not afraid to dig for answers!
• Growth mindset a mentality of approaching unknowns with excitement, a penchant for learning new skills and technologies to solve new operational challenges
• Aptitude for technical learning an ability to quickly ramp up on new technical and product topics, with a natural inclination toward thorough documentation and knowledge sharing

Nice to Have:

• Healthcare or SaaS experience preferred, particularly in revenue cycle management

Perks & Benefits at Camber:

• Comprehensive Health Coverage: Medical, dental, and vision plans with nationwide coverage, including 24/7 virtual urgent care.
• Mental Health Support: Weekly therapy reimbursement up to $100, so you can prioritize the care that works best for you.
• Paid Parental Leave: Up to 12 weeks of fully paid time off for new parents (birth, adoption, or foster care).
• Financial Wellness: 401K (traditional & Roth), HSA & FSA options, and monthly commuter benefits for NYC employees.
• Time Off That Counts: 18 PTO days per year (plus rollover), plus office closures for holidays, monthly team events, company off-sites, and daily, in-office lunches for our team.
• Fitness Stipend: $100/month to use on fitness however you choose.
• Hybrid Flexibility: In NYC? We work in the office 35x/week, with flexibility when life happens. Fridays are remote-friendly.

Camber is based in New York City, and we prioritize in-person and hybrid candidates. Please refer to the top of this page for this position's hiring location.

Building an inclusive culture is one of our core tenets as a company. We're very aware of structural inequalities that exist, and recognize that underrepresented minorities are less likely to apply for a role if they don't think they meet all of the requirements. If that's you and you're reading this, we'd like to encourage you to apply regardless we'd love to get to know you and see if there's a place for you here! In addition, we take security seriously, and all of our employees contribute to uphold security requirements and maintain compliance with HIPAA security regulations.