Job Overview
Location
New York City
Job Type
Full-time
Category
Customer Support
Date Posted
March 28, 2026
Full Job Description
đź“‹ Description
- • As a Customer Support Associate at Brellium Inc., you will serve as the frontline representative for healthcare providers using Brellium’s AI-powered platform to improve clinical quality and compliance, directly impacting patient safety and care standards across the U.S. healthcare system by resolving issues quickly and empathetically.
- • You will manage the Intercom support queue end-to-end, ensuring timely, high-quality responses that meet SLAs and drive strong CSAT scores, while collaborating with Customer Success and Engineering teams to troubleshoot technical issues, identify recurring patterns, and build self-service resources that reduce ticket volume and improve customer autonomy.
- • Your day-to-day responsibilities include resolving customer issues with completeness and clarity in Intercom, managing ticket volume and response SLAs with self-directed discipline, adapting communication style to match the technical fluency and emotional state of diverse users (from frustrated clinicians to executive stakeholders), and ensuring no context is lost before closing tickets.
- • You will develop deep knowledge of Brellium’s platform, compliance frameworks, and EMR integrations to troubleshoot effectively, identify patterns across multiple tickets to surface actionable process or documentation improvements, and determine when to resolve issues independently versus when to escalate to engineering.
- • You will log ticket data accurately, track core metrics like first-contact resolution and response time, proactively surface recurring issues to team leads, design and document workflow improvements in Intercom or support systems to increase efficiency, and structure your own workflow to prevent follow-ups from falling through the cracks.
- • You will create and maintain knowledge base articles and internal documentation, collaborate with Customer Success and Engineering by presenting customer insights backed by data and examples to influence prioritization, and continuously seek ways to improve workflows, clarity, and processes beyond maintaining the status quo.
- • You will join a small, fast-moving, mission-driven team at a Series A healthcare AI startup backed by First Round Capital, Left Lane Capital, and Menlo Ventures, serving over 250,000 providers nationwide, where your contributions directly shape the customer experience and support the company’s goal of delivering scalable, data-driven, clinically excellent care.
- • In this role, you will develop strong technical and domain expertise in healthcare technology and compliance, refine your ability to communicate complex issues clearly across audiences, build ownership and accountability in a high-impact environment, and gain experience in process improvement, cross-functional collaboration, and customer advocacy within a fast-growing mission-driven organization.
🎯 Requirements
- • 0–2 years of experience in a customer-facing role
- • Experience with support ticketing systems (Intercom preferred; Zendesk or similar systems acceptable)
- • Strong written communication skills — clear, empathetic, and able to remain calm and professional under pressure
- • Demonstrated ability to stay organized and manage multiple open tasks or requests simultaneously without dropping the ball
- • Ability to adapt communication style to different audiences, including clinical staff, operations leads, and executive stakeholders
- • A strong sense of ownership: managing your own queue, meeting deadlines, and owning mistakes without defensiveness
🏖️ Benefits
- • Medical, Dental, and Vision coverage with up to 100% of premiums covered for you and your family
- • 401(k) Retirement Savings Plan and Equity Compensation opportunities
- • Unlimited PTO, 11 paid holidays per year, HSA/FSA eligibility, and Dinner provided via DoorDash plus a stocked kitchen for NYC employees
- • Hybrid Work Schedule (4 days onsite, 3 days if located >1 hour away), Training and professional development support
Skills & Technologies
Go
Junior
Hybrid
$75k-85k
About Brellium Inc.
Brellium Inc. provides a cloud-native platform that automates legal hold, data preservation, and e-discovery workflows for corporate legal departments and law firms. Its software streamlines legal notices, custodian questionnaires, collection orchestration, and evidence review, integrating with enterprise systems such as Microsoft 365, Google Workspace, Slack, and Box. The company emphasizes defensible processes, compliance with FRCP and global data-protection regulations, and analytics-driven insights to reduce costs and risk.
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