About the job
About Our Client This organization has successfully raised over $80 million to date from venture capital firms and recently closed its Series B financing round with investors including Khosla Ventures, Gradient (Google’s AI fund), and ARTIS. A notable partnership has been established with Google to collaborate on the future of generative AI, aiming to redefine healthcare standards. Currently, more than one-third of radiology groups and healthcare systems in the United States leverage the latest advancements in generative AI offered by this company. It has been recognized as one of the most promising healthcare AI firms. Founded by a visionary leader in radiology, this organization empowers healthcare professionals with AI technology to save time, reduce burnout, and enhance the quality of patient care. By combining deep expertise in healthcare with advanced AI capabilities, the AI technology has identified hundreds of new cancer diagnoses and reduced error rates in millions of radiology reports significantly. Why the Organization is Hiring for this Role An opportunity has arisen for a Customer Support Specialist to manage customer feedback and education regarding the AI features offered. This role presents a chance to join a rapidly growing team and contribute to delivering exceptional customer service within an expanding product portfolio aimed at serving physician users throughout the United States. This is what you’ll do - Review user feedback on AI models and identify opportunities for model improvement. - Communicate effectively and empathetically with users to understand their feedback, provide education, and share updates on requested enhancements. - Investigate trends and patterns in model performance using both quantitative and qualitative analysis. - Collaborate closely with data engineering, machine learning teams, and radiologists to pinpoint feedback themes and areas needing focus for improvement. - Work with the Customer Success team to identify commercial risks and opportunities based on feedback from radiologists. - Gather additional user sentiment data through interviews and surveys. - Assist with general application inquiries and issues as needed. - Demonstrate willingness to learn and adapt in a fast-paced startup environment. - Be available for occasional night or weekend on-call duties to address critical issues. This is what you’ll need - A minimum of 1 year of experience in customer-facing roles such as customer support, customer service, customer experience, or customer success within software products. - Exceptional written and verbal communication skills with a strong ability to engage with diverse audiences. - Strong reasoning and analytical abilities. - Capability to manage multiple customer conversations and initiatives simultaneously. - Proven ability to learn new concepts, tools, products, and technologies effectively. This would be nice to have - Previous experience in a SaaS or startup environment. - Basic familiarity with large language models (LLMs), AI, or machine learning products. - Proficiency in data analysis and reporting. - Experience within a radiology practice or a technology company focused on radiology. - Familiarity with radiology or medical terminology. Benefits - Comprehensive Medical, Dental, Vision & Life insurance - HSA (with employer match), FSA, & DCFSA - 401(k) - 11 paid company holidays - Location flexibility (remote-first approach) - Flexible PTO policy - Annual company-wide offsite - Periodic team offsites - Annual equipment stipend Compensation $65K – $85K • Equity Offered
