Customer Success Representative (Remote, West Coast Based)

Position Overview

• Location Type: Remote (Pacific Time Zone required)
• Job Type: Full-Time
• Salary: $21 - $25 per hour (Competitive and commensurate with experience, qualifications, and other factors)

Artera is an AI startup dedicated to personalizing therapy for cancer patients through medical artificial intelligence tests. Our mission is to personalize medical decisions globally for patients and physicians.

The Customer Success Representative (CSR) is crucial in delivering a world-class experience to our customers, including clinicians, clinical staff, and administrators. This role involves supporting customers through onboarding, training, and product ordering, blending operational execution with a customer-first approach. The CSR will be expected to be responsive, professional, and collaborative, working cross-functionally to proactively solve problems and embody high performance standards.

Responsibilities

• Customer Engagement & Support:
  • Act as the primary point of contact for users of Artera’s products.
  • Guide customers through onboarding, ordering, and troubleshooting in a timely and courteous manner.
  • Provide empathetic, solution-oriented support that addresses customer needs.
• Operational Excellence:
  • Utilize tools such as Zendesk and Salesforce to manage and resolve support tickets accurately and with attention to detail.
  • Maintain consistent documentation and adhere to standard operating procedures (SOPs).
  • Identify and communicate opportunities for workflow or experience improvements.
• Cross-Functional Collaboration:
  • Partner with internal teams (Sales, Product, Operations) to resolve customer issues and ensure seamless communication.
  • Share insights from customer interactions to contribute to product development and service enhancements.

Performance Expectations

• Customer-Centric Mindset:
  • Approach all interactions with empathy, patience, and a focus on the customer experience.
  • Proactively seek solutions and ensure follow-through to resolution.
• Effective Communication:
  • Communicate clearly and respectfully, both in writing and verbally.
  • Actively listen and tailor responses to diverse customer profiles and needs.
• Accountability & Ownership:
  • Take full responsibility for assigned tasks and see them through to completion.
  • Own mistakes and utilize them as learning opportunities.
• Time Management & Efficiency:
  • Prioritize work based on urgency and customer impact.
  • Balance workload while meeting responsiveness and resolution benchmarks.
• Adaptability & Continuous Growth:
  • Embrace change and remain resilient in a dynamic startup environment.
  • Seek feedback and apply learning to improve performance.

Qualifications

• Bachelor’s degree required.
• Minimum 1 year of experience in customer service, preferably supporting healthcare professionals.
• 3+ years of experience working in collaborative, team-based environments.
• Proficiency with customer service platforms like Zendesk is preferred.
• Strong problem-solving, communication, and organizational skills.
• Preferred experience in a laboratory setting (e.g., pathology, biochemistry, or molecular biology).

Company Information

Artera is an AI startup that develops medical artificial intelligence tests to personalize therapy for cancer patients. Artera is on a mission to personalize medical decisions for patients and physicians on a global scale.

We offer competitive and commensurate salary based on experience, qualifications, and other factors discussed during the interview process. In addition to a competitive salary, we offer enticing benefits, including 401k matching, unlimited paid time off (PTO), and more.

Equal Employee Opportunity

At Artera, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients and physicians. As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.