Customer Operations Associate - Integrations

About UsAt 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 to join our team and help us maintain our high standards of customer care.About the RoleAs a Customer Operations Associate focused on Integrations, you will work directly with the thousands of dental clinics using AirPay software. In this role, you will work closely with customers to guide the integration set-up process, troubleshoot issues, report on the overall health of integrations, and ensure customers can maximize the value of our solution.  You will partner with Sales, Customer Success, and the Engineering team to deliver a seamless customer onboarding experience.  Your expertise will directly impact customer satisfaction, retention, and product adoption.  This is an in-person role based out of our New York City office, with flexibility for some remote work.Key ResponsibilitiesCollaborate with customers to understand their system integration needs and guide them through the setup for a variety of systemsProvide step-by-step support for customers integrating our platform with their existing systems and third-party softwareCreate and maintain clear and concise documentation for integration processes and best practices, and identify ways to improve the overall processRespond to customer queries related to integration setup, or post-live issues, troubleshooting and resolving problems efficientlyAssist customers in optimizing their integrations and use of the platform to ensure they are fully realizing the potential value of the solutionPerform data analysis to identify areas of improvement for functionality related to integrationsRegularly report on integration health across range of customersEscalate complex technical issues to the appropriate internal teams (engineering, customer success, etc.) and act as a liaison to ensure timely resolutionWork closely with sales, engineering, and customer success teams to ensure customer needs are being met, keeping them informed of progress and completing integration set-up in a timely mannerSkills & Qualifications2+ years in a client-facing role, ideally focused on technical support or integrationTechnically savvy with a strong understanding of data flow between systems, data pipelines, and table structures for downstream analysisExcellent troubleshooting skills with the ability to diagnose and resolve customer issues, both independently and in collaboration with customer-facing teamsStrong written and verbal communication skills; ability to explain complex ideas in simple terms and translate them for both technical and non-technical audiencesStrong time management & prioritization skills as this role works on multiple customers & integrations concurrentlyAdaptability and self-motivation; desire to work in a startup environment where roles may shift and learning curves will need to quickly be navigated 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 crisisBased in NYC or willing to relocate, and able to work in the office at least 3 days a week.Please note that you must be legally authorized to work in the U.S. for this position.Compensation:$80k – $110k + equity