Remote Job: Customer Support Specialist | Brio

Brio’s mission is to make diagnostic testing valuable for all and to become the largest provider
of diagnostic laboratory testing in the world. We are an early-stage startup that is profitable, with
unprecedented growth. This is a rare opportunity to get involved in solving a truly meaningful
problem on a massive scale. The product is up and running and there is still a ton of room to
make your mark as an early member of the team.

This role is a part of our Customer Support team and will report directly to the Director of
Customer Support. The Customer Support team is on the front lines assisting our clients and
end-users to ensure that they have a seamless and quality experience.

Every member of our team is dedicated to reaching and exceeding our goals because the work
we do has a direct impact on helping employers and organizations work safely. The right person
for this role will be a self-starter with excellent written and verbal communication skills, strong
attention to detail, and the ability to perform at a high level as both an individual contributor and
a member of a team. Our business is rapidly expanding, and as such, the right candidate will
have experience in customer support or client-facing role in a similarly paced SaaS company or
high-growth environment.


Your primary responsibility will be to focus on resolving customer inquiries that are often
serious and require immediate attention. Due to this, it is important that whoever is hired for this
role has strong interpersonal skills, truly loves helping people solve complex problems, and has
the ability to do so with sensitivity and tact.
This is a full-time, fully remote position.

●Act as a primary point-of-contact on the front lines for urgent resolution of common and
novel problems.

●Manage communication between internal departments and external stakeholders to
avoid testing delays and/or service failures.

●Interact with clients as needed to obtain client requests.

●Provide answers to clients by identifying technical problems, researching answers,
guiding members through corrective steps, and escalating queries to the appropriate
team members when needed.

●Demonstrate a pleasant email presence through professional and courteous client

●Proactively solve problems.

We Have:

●Competitive salaries and equity
●Unheard of health benefits. Really. We pay your medical premiums and deductible!
●Dental and vision coverage
●Retirement Account
●A Gift of Time Benefit where we pay for one time-saving service for you. Think laundry,
meal kits, home cleaning, etc. (We know what you are thinking and yes, this is real.)
●An amazingly open and passion-filled work environment where everyone is given the
ability to contribute and help us grow.

You Are/Have:

●A self-starter. Someone who feels empowered to take initiative to solve a problem
whether you know the answer or not.
●Intuitive, inquisitive and find passion in tackling unique problems and knocking out all of
your work.
●Able to learn quickly on the fly and are excited to take ownership of a project from start
to finish.
●Not afraid to fail and relish learning from those failures.
●Comfortable dealing with ambiguity on a day-to-day basis and are excited to be a part of
building something from the ground up.
●Exceptional attention to detail and the ability to maintain accurate and thorough
●Excellent written and verbal communication skills.
Even Better If You Also Have:
●2+ years of previous Customer Support experience, including email, chat, and/or text
●Strong organizational and time management skills.
●Experience working on remote teams and are effective in communicating in this
●Experience providing Customer Support for a SaaS product
●Experience working in a seed-stage, high growth startup environment

How to Get the Role

If you want this role, you first and foremost need to be a people person. We want to see how
much you care about the customer experience and finding solutions to problems that impact
their lives. We also want to know you are not afraid to have fun and interact with the team, but
also know when to get back to work. If you love tackling different things every day and creating
systems and processes, show us. If you’ve shown creativity and initiative in making the
customer experience even better, we want to hear about it! Show us who you are.

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