Customer Support Specialist

About Nabla

We are a team of entrepreneurs, physicians and engineers committed to bringing back joy to the practice of medicine.

Together with a community of clinician innovators, we’ve harnessed the best of machine learning science to develop Nabla: the leading ambient AI assistant that’s redefining healthcare delivery. By streamlining clinical documentation, Nabla empowers doctors to channel their energy where it matters most - patient care. Trusted by over 45,000 clinicians and implemented in more than 85 healthcare organizations, our AI assistant is making waves in the medical industry.

We are only at the start of an ambitious journey. With a bold vision to support 5 million practitioners worldwide, we've recently secured $30 million in Series B funding and are actively seeking exceptional talent to be part of our team.

This is a great time to join us!

Responsibilities

Technical Support: Offer expert guidance and troubleshooting for any technical issues customers are facing. Provide hands-on support including responding to customer requests and feedback, resolving complex issues and ensuring customer satisfaction.
Resource Availability: Help maintain and expand on a comprehensive knowledge base and self-help resources to empower customers to find solutions independently through well-documented guides and FAQs.
Customer Advocacy: Act as the voice of the customer within the company, ensuring customer feedback is considered in product development and improvement. Collaborate with cross-functional teams to ensure customer needs are reflected in product updates.
Continuous Improvement: Regularly review support metrics and customer feedback to identify areas for improvement. Implement changes to enhance the customer support experience and drive continuous process improvements.
Provider Onboarding and Training: Conduct live demos for our French users and ensure a smooth transition for all providers and quick adoption of our product.

Qualifications

Experience: 2+ years of experience in customer care and support at a healthcare technology company. Having a medical background is preferred.
Industry Knowledge: Strong understanding of the healthcare industry and the needs of clinicians.
Languages spoken: Full proficiency in both French and English in reading, writing, and speaking.
Technical Skills: Proficiency with customer support software (e.g., Zendesk, Intercom, Front) and CRM systems is a plus.
Communication Skills: Excellent interpersonal and communication skills with the ability to build trust with a wide range of customer stakeholders. Ability to communicate effectively with healthcare professionals, both orally and in writing.
Problem-Solving: Strong analytical and problem-solving skills, with the ability to identify issues and develop effective solutions.
Technical Aptitude: Ability to quickly learn and understand complex technical products and explain them to non-technical users. Experience with EHR integration is a plus.
Adaptability: Ability to thrive in a fast-paced, dynamic startup environment and manage multiple priorities effectively.

Benefits

Just like we’re dedicated to supporting doctors’ well-being, ensuring yours is a top priority. We firmly believe that by prioritizing your well-being, we support you to excel in your work.

Here are the benefits you get when joining Nabla:

Stock ownership
100% healthcare coverage
Meal vouchers
Public transportation costs covered at 50%
Exercise class during the workday: Yoga, running, pilates, HITT
Unlimited budget for book purchases, so you can continue to learn about ML / Healthcare
Culture of trust & accountability — your output matters more than your clock-in time

Life at Nabla

When you become a part of our company, you join a team of excellence-driven, curious, and genuinely kind individuals. Together, we're committed to making doctors' lives easier and improving healthcare experiences for everyone. We believe in a world where clinicians can focus on what they were trained to do - caring for their patients, and where no patient feels their visit was rushed.

We come to work excited to leverage AI to do more for doctors. We’re obsessed with our users’ satisfaction and we actively seek out opportunities to engage one-on-one with clinicians to understand how Nabla can better help. We consistently look for ways to improve and do not shy away from doing the work to excel. Whether it’s a feature our doctors asked for, or a new article for our blog, we prioritize collaboration to deliver exceptional outcomes.

We love having fun as much as we love work. Our #nablabla channel is as active as our #feature-show-off channel, we exercise during the work day at least 3 times a week (yoga, running, pilates, or HIIT, your choice!), hold a game night every now and then, and are constantly snacking on chocolate or nuts.

If this sounds like an environment you’ll thrive in, we look forward to reading your application!

Diversity & Inclusion

Diversity and inclusivity are fundamental values at Nabla. We embrace individuals from various backgrounds, including race, gender, educational history, sexual orientation, and beyond.

As an equal opportunity employer, we actively seek out and welcome applicants from diverse backgrounds, believing that a wide range of perspectives enriches our team and enhances our ability to innovate and thrive.

We’ll do our best to make sure you get feedback within 48 hours maximum after each interview.