Customer Care Associate at Vericel providing support for commercial operations in regenerative medicine. Ensure timely processing of product orders with exceptional customer service and cross - functional collaboration.
About the role
- Customer Support role merging customer experience, product strategy, and operational improvements at Unify. Join a high-energy team and contribute to driving customer satisfaction.
Responsibilities
- Serve as a key point of contact for customer issues, providing expert guidance while documenting patterns to inform process improvements.
- Build, maintain, and optimize our technical documentation, troubleshooting guides, and best practice resources using Pylon.
- Actively use our product to identify friction points and improvement opportunities, providing structured feedback to product and engineering teams.
- Design and implement scalable support processes to ensure consistency and efficiency as our customer base grows.
- Experiment with new support strategies and AI tools to enhance the customer experience.
- Work with product and engineering teams on bug reporting, feature requests, and prioritizing customer-impacting updates.
- Create and update documentation for common customer scenarios while managing support-related dashboards and metrics.
Requirements
- 2-4 years in customer support/success, product, or operations roles
- Track record of creating and maintaining user-facing documentation and help articles.
- Background analyzing user feedback and product metrics to identify improvement opportunities.
- Strong data analysis skills with proficiency in Excel and basic SQL for product analytics.
- Familiarity with knowledge base platforms (Pylon experience is a plus).
- Experience working with technical products or cross-functionally with product teams.
Benefits
- Comprehensive benefits, including medical, dental, vision, and 401(k) options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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