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3 days ago
Requirements and responsibilities
About M7 HealthM7 Health is the AI-powered workforce operations platform for healthcare, designed for the realities of clinical staffing and scheduling. We use AI to help organizations forecast demand, auto-balance schedules, and deploy the right person to fill every shift before resorting to premium labor spend. The result: health systems reduce overtime, cut contract labor costs, and give clinical leaders time back to focus on care. Built with the earned wisdom of nurses, M7 serves tens of thousands of healthcare professionals daily and activated over 100 net new hospitals across 29 states, last year alone.M7 recently raised a $10M Series A, backed by Threshold and First Round Capital, and we're building the team to match our ambition.What You’ll Do at M7As a Customer Support Associate, you'll be the person nurses and hospital leaders turn to when they need help fast and you'll make sure every interaction leaves them feeling confident and supported.This role goes beyond answering tickets. You'll sit at the intersection of our users and our product, turning real-world feedback into platform improvements that make M7 better for the thousands of nurses we serve. You'll own pieces of our support infrastructure, work directly with Product, Engineering, and our Director of Customer Support, and help shape how we scale our customer experience as M7 grows.Your Responsibilities Will Include…Customer SupportBe a responsive, empathetic first point of contact for M7 users via phone, email, and text during business hours (M–F, 8am–6pm)Troubleshoot platform questions and route technical issues to the right teams with clear contextLog and synthesize customer interactions to surface patterns and inform ongoing improvementsCross-Functional CollaborationWork closely with your fellow support teammates and Director of Customer Support to align on priorities, share learnings, and continuously raise the bar on the support experienceWork with Customer Operations to flag and triage urgent issues, ensuring nothing falls through the cracksServe as connective tissue between frontline user experience and the internal teams building and improving the platformOwn and iterate on our customer support automations, identifying opportunities to reduce friction and improve response quality at scalePartner with Product and Engineering to advocate for user needs — translating support trends into actionable feedback that influences our roadmapYou’ll Thrive in This Role If You:Are a strong communicator: You listen well, respond clearly, and know how to make people feel supported — whether it's a stressed nurse manager or a frustrated hospital adminStay calm under pressure: When users are overwhelmed, you're the steady, solution-oriented presence they needAre reliable and detail-oriented: You follow through, log things accurately, and take ownership of your work without needing a lot of hand-holdingAre comfortable with technology — and explaining it: You pick up new tools quickly and can translate the technical into the simple for users of all backgroundsAttitude and Culture: You are aligned with M7's values: you act with urgency, bring relentless curiosity, lead with kindness, and hold yourself to a high standard of craft. You're passionate about the mission of making health systems stronger and show it every dayWorking RequirementsHourly role with shifts during business hours (8am-6pm EST)Must be based in the United StatesCompensation and BenefitsThis role offers industry-competitive hourly compensation, plus:Paid training and onboardingFlexible scheduling opportunitiesThe chance to join a fast-growing, mission-driven company supporting frontline healthcareEqual Opportunity EmployerAt M7 Health, we aim to foster a workplace free from discrimination. We believe that diversity of experience, perspectives, and backgrounds leads to a better environment for our people and a better product for our clients. M7 Health is an equal-opportunity employer and encourages all applicants from every background and life experience to apply.
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