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
Requirements
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.
Skills Required
- 4+ years in a cross-functional operations and/or consulting role
- Strong project management and prioritization skills
- Technically savvy with a strong understanding of data flow between systems
- Excellent troubleshooting skills; ability to diagnose and resolve customer issues independently and with teams
- Strong written and verbal communication skills; ability to explain complex ideas simply
- Adaptability and self-motivation; comfortable in a startup environment with shifting roles
- Strong work ethic and collaborative team orientation
- Mission-oriented with interest in healthcare and fintech
- Based in NYC or willing to relocate; able to work in-office at least 3 days per week
What We Do
airpay is a unique payment platform which helps e-commerce & retail companies collect contact-less payments. We help businesses envision a world beyond cash providing the best experience to merchants and their customers. airpay is an all encompassing payment solution provider, working towards making monetary transactions, simpler, easier and quicker .
