Customer Support Associate

Camber • New York, NY

2d • Hybrid

About The Position

Camber is seeking a motivated and customer-focused Customer Support Specialist to join our Customer Experience team as our inaugural support hire. This role will serve as a centralized resource supporting our Account Managers by taking ownership of customer inquiries, troubleshooting, and operational support across our customer portfolio. The ideal candidate will have 1-3 years of customer support experience with strong problem-solving skills and a passion for helping customers succeed. This position plays a crucial role in optimizing our service delivery model, improving response times, and enhancing the overall customer experience while enabling our Account Managers to focus on strategic relationship management.

Requirements

• Customer-first mentality — genuine empathy for customer needs and challenges, with a passion for delivering exceptional support experiences and always advocating for the customer perspective
• Bias for action — a drive to dive in head-first into ambiguous problems, and to get hands dirty to find solutions. Not afraid to dig for answers!
• Growth mindset — a mentality of approaching unknowns with excitement, a penchant for learning new skills and technologies to solve new operational challenges
• Aptitude for technical learning — an ability to quickly ramp up on new technical and product topics, with a natural inclination toward thorough documentation and knowledge sharing

Nice To Haves

• Healthcare or SaaS experience preferred, particularly in revenue cycle management

Responsibilities

• Directly own customer inquiries and investigation requests, resolving cases independently with knowledge documents, macros, or input from cross-functional teams
• Diagnose operational and financial issues from our customers, escalating complex cases to appropriate team members
• Develop and maintain Standard Operating Procedures (SOPs) for common customer support scenarios
• Create and optimize workflows to streamline customer support processes, with an eye toward improving response times
• Collaborate with Account Managers to ensure seamless information handoffs for strategic customer issues
• Contribute to knowledge base development and maintenance for both internal and customer-facing resources
• Work closely with Implementation, SMB, and Enterprise teams to ensure consistent support throughout the customer lifecycle
• Analyze support metrics to identify improvement opportunities and enhance team efficiency

Benefits

• Comprehensive Health Coverage: Medical, dental, and vision plans with nationwide coverage, including 24/7 virtual urgent care.
• Mental Health Support: Weekly therapy reimbursement up to $100, so you can prioritize the care that works best for you.
• Paid Parental Leave: Up to 12 weeks of fully paid time off for new parents (birth, adoption, or foster care).
• Financial Wellness: 401K (traditional & Roth), HSA & FSA options, and monthly commuter benefits for NYC employees.
• Time Off That Counts: 18 PTO days per year (plus rollover), plus office closures for holidays, monthly team events, company off-sites, and daily, in-office lunches for our team.
• Fitness Stipend: $100/month to use on fitness however you choose.
• Hybrid Flexibility: In NYC? We work in the office 3–5x/week, with flexibility when life happens. Fridays are remote-friendly.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed