Senior Customer Support Analyst, Nayya
$64.5-75k
+ Stock options
3 days a week in office
Healthcare benefits management
Job no longer available
Healthcare benefits management
101-200 employees
Job no longer available
$64.5-75k
+ Stock options
3 days a week in office
101-200 employees
Company mission
To give consumers financial peace on their best days, and confidence on their worst.
Role
Who you are
- Bachelor’s degree required
- Experience working in SaaS. Healthcare, benefits related field a plus but not required
- 2-3 years of experience in customer support or technical support positions, with a strong background in customer-facing support and technical troubleshooting
- Expertise in CRM systems (Zendesk, Salesforce)
- Excellent technical writing skills, with the ability to create clear and concise documentation
- Strong analytical and problem-solving skills, with the ability to develop and implement process improvements
- Exceptional communication and interpersonal skills, with a customer-focused approach
- Passionate about providing excellent customer service and doing what it takes to help our customers succeed
- Highly skilled at (and enjoy) researching, troubleshooting and solving complex issues
- Strong written and verbal communication skills
- Strong attention to detail and organizational skills
- Enjoys collaborating and ability to thrive in a fast-paced startup environment
What the job involves
- As a Senior Technical Customer Support Analyst, you will play a pivotal role in ensuring our customers receive top-notch support for their technical issues
- You will become an expert of our products and be responsible for handling high-tier customer support requests, creating and maintaining technical documentation, and developing processes to enhance our support operations
- This role requires a blend of customer-facing skills, technical expertise, and process improvement capabilities
- Customer-Facing Support: Serve as the customer’s primary point of contact for high-priority or complex technical issues, providing expert troubleshooting and resolution. Manage and resolve escalations from lower-tier support teams, ensuring timely and effective resolutions
- Technical Writing: Create and maintain comprehensive technical documentation, including user guides, knowledge base articles, and troubleshooting procedures for Customer Support
- Process Development: Be proactive and identify areas for improvement or optimization
- CRM Management: Utilize CRM systems such as Zendesk to track, manage, and resolve support tickets. Configure and customize CRM tools to improve support operations and reporting
- Team Leadership: Be a role model by providing guidance and support to lower-tier support staff, including mentoring and training. Foster a collaborative and supportive team environment
Our take
Nayya helps employers promote smart benefit choices amongst their workforce. Nayya's tools use AI and data science to process consumer data points, claims data and medical carrier information in order to return benefit recommendations and automated healthcare claims assistance to the end-user.
Nayya is filling an innovative market niche: whilst 85% of employees would welcome help selecting the right benefits, companies often struggle to offer it. Nayya is responding to this demand by securing partnerships with leading national employers, tech partners, and insurance carriers/brokers to help employers maximize the results of their health benefits spend by ensuring employees are getting the insurance they need.
Nayya has secured a high degree of investment since its founding, which the company is using to expand its software features, aiming to tap the freelancer and sole trader market. It's expanding further into other benefits that companies offer their workers, for instance in life insurance and mental health services. With a rapidly growing customer base, numerous partnerships and its annual revenue tripling over 2022, Nayya looks comfortably set to stabilize its market-leading position in the years ahead.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2021
$11m
SERIES A
Jul 2020
$2.7m
SEED
Total funding: $13.8m
Company benefits
- Well-being, mental health, and employee assistance solutions
- 401(k) with Employer Match
- Equity Options
- Sabbatical Program
- Nayya Health Days
- Unlimited PTO
- Company - wide retreats
- Medical, Dental & Vision
Company values
- The consumer is our North Star
- We face challenges with moxie
- We grow more through feedback
- We empower creative thinking
- We act quickly, learn, and adapt
Company HQ
Greenwich Village, New York, NY
Articles
Leadership
Sina Chehrazi
(CEO)Graduated from Georgetown University with a Doctor in Law. Became Director of Enterprise Sales & Partnerships at Demyst and then at Enigma. Alongside serving as CEO at Nayya, they are a Mentor at Entrepreneurs Roundtable Accelerator.
Salary benchmarks
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