Customer Support Analyst

ABOUT THIS POSITION

Analyzes, designs, and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products. Identifies and communicates areas of improvements in client experience to enhance products and services. Serves as customer advocate and recommends and implements client feedback that influences and supports business decisions. Designs and implements systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement. Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty. May reach out to customers, interact with website users, and / or conduct focus group meetings to vet ideas and prototype solutions before implementation. See also, Customer Support- Customer Service focus if responsible for responding to and resolving client or customer questions and issues pertaining to customer billing, technical, and contract issues. See also, Customer Support- Product Support focus if responsible for responding to and resolving client or customer questions pertaining to company's products.

WHAT YOU'LL DO

• Provide advanced front-line support to Waystar clients via phone, email, and chat, addressing complex product functionality questions, technical issues, and billing inquiries.
• Proactively identify and troubleshoot client issues, escalating to appropriate internal teams (e.g., engineering, product management) when necessary and following through to resolution.
• Educate clients on Waystar product features, best practices, and new releases to maximize their utilization and satisfaction.
• Conduct client training sessions (one-on-one or small groups) as needed, demonstrating solutions and answering questions.
• Document client interactions, issues, and resolutions accurately and thoroughly in the CRM system.
• Collaborate with internal teams (sales, professional services, product) to share client feedback, identify trends, and contribute to continuous improvement initiatives.
• Assist in the development and maintenance of client-facing knowledge base articles and support documentation.
• Participate in client onboarding and implementation processes as required, ensuring a smooth transition.
• Maintain a high level of product knowledge and stay updated on industry changes and Waystar enhancements.
• Handle sensitive client information with the utmost confidentiality and professionalism.

WHAT YOU'LL NEED

• 2-4 years of experience in a customer service, client support, or client success role, preferably within the healthcare technology or software industry.
• Proven ability to manage and resolve complex client issues with a strong focus on client satisfaction.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely to non-technical audiences.
• Strong problem-solving skills and a methodical approach to troubleshooting.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and other customer support tools.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Bachelor's degree preferred, or equivalent practical experience.
• Familiarity with healthcare revenue cycle management (RCM) or medical billing processes is a significant plus.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.