WithinEHR, an innovative healthcare technology startup focused on developing modern electronic health record (EHR) solutions, is seeking an Operations Lead. This pivotal role involves overseeing the entire customer journey—from onboarding to ongoing support—while ensuring operational efficiency as the company grows. Reporting directly to the CEO/Founder, this position offers a unique opportunity to contribute significantly across multiple functions.

Key Responsibilities:

Customer Experience & Support: Lead customer service initiatives, ensuring high standards of responsiveness and resolution quality.
Onboarding Experience: Enhance the onboarding process to ensure new clinics and users quickly derive value.
Customer Satisfaction: Establish metrics for customer satisfaction and utilize feedback for product and process enhancements.
Support Automation: Collaborate with developers to automate customer support processes, including ticketing and self-service options.
Go-to-Market: Partner with leadership on strategy related to customer acquisition and product rollout.
Company Operations: Manage daily administrative tasks and operational documentation.
Process & Systems: Develop operational playbooks and systems to facilitate scalability.
Cross-Functional Coordination: Ensure effective communication between customers, engineering, and leadership.

Qualifications:

4+ years in operations or customer experience, including 2 years in a leadership role.
Proven ability to enhance customer support and onboarding.
Strong process design and documentation skills.
Familiarity with support tools and automation.
Data-driven mindset for decision-making.
Excellent communication skills.
A proactive, adaptable approach in a startup environment.
Interest in utilizing AI for operational improvement.

Preferred: Experience in healthcare or tech startups, exposure to growth operations, and knowledge of support automation systems.

Why Join Us? This role offers the chance to significantly influence customer experience, work closely with the founder, and enjoy a flexible remote work environment. If you are passionate about creating exceptional customer experiences and developing robust operational frameworks, we encourage you to apply.

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