About The Job
Berry Street is a business-in-a-box platform enabling registered dietitians to start and scale private practices that accept health insurance. We provide all of the software needed to run a thriving practice + administrative services like insurance contracting, eligibility verification, customer support, claims billing, and even patient acquisition.
The Opportunity
Berry Street is tackling America's most comprehensive health crisis: food. More than half of Americans are struggling with their relationship with food, are clinically overweight, or suffer from a chronic condition linked to their diet.
Nutrition therapy is clinically proven to make a difference, and most commercial health insurance plans cover it at $0 out-of-pocket. Berry Street empowers registered dietitians to launch and grow in-network private practices. We're creating game-changing technology to build America's largest dietitian network and ensure that anyone can access the help they need.
Since launching in January 2023, we've grown to over 1,000 providers on our platform and tens of thousands of patients served, across all 50 states. We're a Series A company, and we're looking for future Digital Health leaders to help us build our next chapter.
About the Role:
We are seeking a Customer Experience Senior Associate to join our dynamic team. Reporting directly to the Head of Customer Experience, you will be instrumental in managing escalated cases, supporting our offshore team, and ensuring operational excellence. The ideal candidate will have strong problem-solving skills, be highly organized, and thrive in a collaborative environment.
Responsibilities
- Serve as the go-to person for resolving escalated cases across channels with efficiency and professionalism
- Partner with cross-functional teams to address complex issues and implement long-term solutions
- Monitor trends in escalations to identify root causes and drive continuous improvement initiatives
- Act as a bridge between offshore and onshore teams, ensuring seamless communication and workflow consistency
- Support the development and maintenance of a comprehensive knowledge base to improve efficiency and reduce recurring questions
- Provide support to the Head of Customer Experience in planning and decision-making processes
Requirements
- 3+ years of experience in operations, customer experience, or team lead roles, ideally in healthcare, SaaS, or service-oriented environments
- Proven success in handling escalations and resolving complex issues
- Experience supporting offshore teams
- Tech savviness with the ability to navigate CRM systems like Intercom, etc
- Strong organizational skills with the ability to prioritize and multitask in a fast-paced setting
- Excellent written and verbal communication skills
- Ability to work in-person 5 days a week in New York office
Benefits
- The chance to drive impact within the healthcare landscape from day one
- Comprehensive health insurance plans, including dental and vision
- Spacious and light-drenched Madison Square Park office ☀️
- Generous PTO 🏖️
- 401k with match 💰
- Citibike membership 🚲
- Unlimited dietitian care 🍓
- Continuous learning opportunities
- Salary: $65k-75k
- The opportunity to help build a rapidly scaling start-up organization by taking strong ownership of your work, mentorship, and our unbounded leadership opportunities
