Original job description
Role
We're looking for a highly organized, resourceful, and customer-focused Bilingual Customer Support & Operations Analyst to join the NiaHealth team.
This role will be a first point of contact for our existing customers and an important part of ensuring every customer has a smooth experience with NiaHealth. You'll develop an in-depth understanding of our product, programs, processes, partners, and internal tools so you can confidently answer questions, investigate problems, coordinate testing, and help customers navigate their health journey.
This is more than a traditional customer support role. You'll work at the intersection of customer experience, operations, and product - piecing together information from multiple people, systems, and processes to understand what happened, determine what needs to happen next, and drive an issue through to resolution.
What You'll Do
Customer Support & Product Expertise
→ Serve as a primary point of contact for existing NiaHealth customers.
→ Act as NiaHealth's key lead for customer support and operations across our Quebec customer base, providing fluent French-language support and helping shape how we serve French-speaking customers as we grow in Quebec.
→ Become a subject-matter expert on the NiaHealth product, customer journey, testing process, programs, and services.
→ Respond to customer questions through Intercom and other support channels with clear, friendly, and accurate information.
→ Troubleshoot customer issues and determine the appropriate next steps.
→ Help customers understand what happens next in their NiaHealth journey and proactively address anything that could create delays or confusion.
→ Maintain a high level of empathy and professionalism when handling sensitive, complex, or time-sensitive situations.
→ Take ownership of customer issues through their resolution.
Investigative Problem-Solving & Cross-Functional Resolutions
A major part of this role is being able to investigate when something doesn't go according to plan. Customer issues aren't always straightforward or contained within one system or team - you'll need to be comfortable digging into an issue, tracing it through multiple processes, and connecting with the right people across the organization.
You will:
→ Investigate complex or unclear customer issues by gathering information across internal tools, customer communications, partner systems, and internal teams.
→ Trace issues through the full customer journey to identify where a process may have broken down.
→ Work directly across Customer Experience, Operations, Product, Engineering, Clinical, laboratory partners, and other teams to gather context and resolve issues.
→ Distinguish between one-off customer issues and problems that may indicate a broader product or operational issue.
→ Provide clear, useful context when escalating an issue so other teams can quickly understand what has already been investigated.
→ Follow an issue across teams and systems until there is a clear resolution, and communicate that resolution back to the customer in a simple, accurate way.
→ Identify recurring issues and help surface opportunities to improve our product, processes, documentation, and customer experience.
Blood Draw & Partner Coordination
→ Help customers navigate scheduling and completing their blood draw appointments.
→ Troubleshoot appointment, requisition, testing, and result-related issues.
→ Communicate clearly with customers when delays, recollections, scheduling changes, or other issues occur.
→ Work proactively with our clinical and laboratory partners to troubleshoot ongoing issues and streamline day-to-day scheduling and logistics, not just react to one-off problems as they come up.
Internal Operations
→ Use NiaHealth's internal tools and processes to keep each customer's journey moving smoothly. This may include:
→ Reviewing and updating customer information.
→ Confirming that requisitions, orders, appointments, and testing information are accurate.
→ Investigating missing, delayed, or mismatched results.
→ Processing refunds, credits, or other adjustments according to established policies.
→ Documenting actions and customer issues accurately so other team members have the context they need.
→ Identifying cases that require involvement from Product, Engineering, Clinical, Operations, or other teams.
→ Help identify gaps in our existing support processes and contribute to improving, documenting, and scaling them as NiaHealth grows and customer volume increases.
Communication & Collaboration
→ Use Intercom to communicate with customers and manage support conversations.
→ Use Slack to communicate, investigate issues, and coordinate with internal teams.
→ Build strong working relationships across the organization so you know who to involve when investigating different types of issues.
→ Translate technical, clinical, or operational information from internal teams into clear, approachable customer communication.
→Keep customers appropriately informed while an investigation or resolution is underway.
What We're Looking For
You're someone who likes figuring things out. You're naturally curious and don't need every problem to come with a predefined solution - when something looks wrong, you're comfortable investigating, asking questions, checking multiple systems, and working across teams until you understand what happened.
You also take ownership. You don't consider an issue resolved simply because you've passed it to someone else - you follow through and make sure the customer ultimately gets an answer.
You'll be successful in this role if you have
→ Excellent written and verbal communication skills.
→ Strong customer service instincts and the ability to communicate with empathy, patience, and confidence.
→ Excellent investigative and problem-solving skills.
→ Strong cross-functional collaboration skills and confidence working directly with multiple teams.
→ Exceptional attention to detail.
→ The ability to learn a complex product and its underlying processes deeply, and understand how different systems connect across the customer journey.
→ Strong judgment and the ability to make decisions within established policies and escalation guidelines.
→ Strong organizational and follow-through skills, with comfort managing multiple issues and investigations at once.
→ A process-improvement mindset - you notice patterns and look for ways to prevent the same issue from happening again.
→ Comfort working in an environment where products, processes, and procedures continue to evolve.
What Makes This Role Different
This isn't a role where success is simply measured by how quickly you close a support ticket. You'll become one of the people who knows the NiaHealth experience inside and out - not only what customers see, but what happens behind the scenes to make that experience work.
When something goes wrong, you'll often be the person connecting the dots across the organization: starting with a customer question, investigating their account and activity, checking an internal process, speaking with Operations, getting additional context from Product or Engineering, coordinating with an external partner, and ultimately bringing it all together into a solution for the customer.
We're looking for someone who thrives in that environment: curious, detail-oriented, resourceful, collaborative, and determined to get to the bottom of a problem. Your work won't just help resolve individual customer issues - the patterns and insights you uncover will help NiaHealth improve our product, operations, and overall customer experience as we scale.
Apply Here
