Location: NYC Metro Area (Williamsburg Office 3+ Days/Week)
Reports to: Chief Operating Officer
This role is ideal for someone who is
experienced, curious, and proactive. You'll work independently, collaborate cross-functionally with Product, Engineering, and Commercial and contribute creative solutions to new challenges as Photon scales. Success here requires empathy, strong operational judgment, and a bias toward action.
Core Responsibilities- Own day-to-day inbound support for patients and providers across email, chat, and phone
- Troubleshoot complex issues and partner with Product and Engineering to ensure fast, high-quality resolution
- Identify recurring pain points and recommend process improvements or tooling updates
- Translate feedback from patients and providers into clear, actionable insights for internal teams
- Maintain and improve internal documentation and knowledge bases
- Assist with onboarding and education for new providers and clinics
- Coordinate with our BPO partner to ensure consistent quality and escalation handling
- Operate autonomously while communicating priorities and progress to leadership
Required Qualifications- 4+ years of experience in customer or patient operations, support, or experience roles (healthtech/healthcare preferred)
- Demonstrated ability to analyze and improve processes in a fast-moving environment
- Comfort being customer-facing in high-stakes or emotionally charged situations; calm, empathetic, and solutions-oriented under pressure
- Excellent written and verbal communication skills
- Familiarity with modern support tooling (Zendesk, Intercom, HubSpot, etc.)
- Experience collaborating with technical teams on workflow or product enhancements
- Ability to work with limited direction and exercise sound judgment in ambiguous situations
- Familiarity with or ability to quickly ramp on compliance-sensitive workflows (HIPAA, PCI, etc.)
Preferred Qualifications- Exposure to or interest in automation / AI-powered support tools
- Prior experience coordinating with outsourced or offshore teams
- Background in early- or growth-stage startups; comfort operating without rigid structure
Pay TransparencyPhoton uses Carta Total Compensation benchmarks to ensure competitive and equitable pay across all roles. This position is benchmarked to the
IC4 Operations level.
Estimated annual salary range:$120,000 - $150,000 USDActual base salary will depend on experience, qualifications, and interview performance. Total compensation also includes equity and comprehensive employee benefits.
CompensationThe base pay range for this role is $120,000 - $150,000 per year.
