Customer Support Advocate

  • New York, NY, USA
  • Full-time

Company Description

Butterfly Network has created and brought to market the Butterfly IQ – the first FDA-cleared, portable device that puts ultrasound technology on a semiconductor chip. Pairing ultrasound-on-a-chip with the cloud and AI, we are doing something never done before, and bringing ultrasound to new domains around the world. Since inception, Butterfly has raised over $375 million. If you have a passion for doing innovative work that makes a difference in the world, you will love working with us.

Job Description

To ensure all inquiries from current and future customers are resolved with excellence through rapid, respectful, and empathetic customer support.

Core Responsibilities

  • Respond to inbound email inquiries from current and future customers

  • Document and resolve customer complaints

  • Answer questions and resolve issues via live chat

  • Surface trends and recommendations to key internal partners (ex. Website & process improvements)

  • Create and improve internal educational resources

Qualifications

  • BA or equivalent work experience

  • 5 years of previous Customer Support, Service, or Account Management experience required

  • Experience in tech support or medical device support strongly encouraged

  • Experience with Zendesk, Salesforce, Asana a plus

 

Skills

  • Adept problem-solver and good decision-maker

  • Clear communicator with excellent reading comprehension and writing skills - you can chat with coworkers in real-time while answering customer emails at a rapid pace

  • Strong interpersonal skills, attention to detail, and the ability to thrive in a fast-paced and dynamic work environment.

  • Excellent computer and technical skills, including experience with Microsoft Office, the Google Suite

  • Excellent oral and written communication skills

  • You take initiative to solve problems and get the job done

  • Empathy and the ability to put yourself in the customer's shoes

Additional Information

In addition to working with colleagues and advisors who are the best and brightest in their fields, building a revolutionary product and helping to save lives, we offer great perks:

  • Fully funded medical insurance, dental and vision coverage
  • 401K plan
  • Competitive salary and equity in the company
  • Free on-site meals, unlimited healthy snacks
  • Brand new office in Flatiron 
  • Pre-tax commuter benefits

Butterfly Network is an equal opportunity employer regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.