Customer Operations Associate

Summary

Kairon Health is a healthcare technology company that transforms claims and clinical data into workflows for ACOs and health networks. The Customer Operations Associate will execute daily customer operations by triaging support requests, troubleshooting data and metric issues, monitoring customer health and adoption, coordinating cross-functional workstreams, and supporting onboarding, renewals, and customer value analysis.

Responsibilities

• Daily support triage: Turn every customer message into clear, owned, and due-dated work using our internal scoping process; keep the “waiting on us” queue moving toward zero
• First-line troubleshooting: Reproduce data and metric issues, gather evidence, and resolve directly when possible or hand Engineering a clean, actionable ticket
• Customer health & adoption monitoring: Track account KPIs, product usage, and trends; identify low engagement, risks, and opportunities and surface them to your Director for proactive follow-up
• Customer value analysis: Analyze how accounts use the platform and translate findings into clear insights and recommendations for your Director and client stakeholders
• Proactive communications support: Leverage usage analytics, support trends, and recurring customer needs to identify opportunities for proactive customer education, communications, and outreach
• Renewal & growth support: Maintain a working understanding of account performance and contribute analysis and materials to renewal and expansion conversations led by your Director and Enterprise Growth
• Operational coordination: Keep account workstreams moving day-to-day across Engineering, Product, and Sales, ensuring requirements are clearly scoped and nothing stalls between teams
• Client meeting support: Support with preparation of materials, join client calls, capture follow-ups; your Director will lead or co-lead the majority of key-account meetings
• Onboarding execution: Support with onboarding checklists, roster and configuration validation, user setup, and training materials to keep implementations on track
• Voice of the customer: Bring customer feedback, recurring themes, and support trends into internal discussions to inform product improvements and customer strategy
• Knowledge base management: Continuously improve customer-facing resources based on user analytics, support trends, and customer feedback—identifying opportunities to create new content or optimize existing resources
• Weekly operating cadence: Run the high-priority requirements report and proactively prepare for bug blitzes and other internal/external meetings; support customer health reporting and ensure product release workflows enable proactive customer communications ahead of launches

Skills

• • 2-4 years in operations, implementation, technical support, or consulting where you owned execution and outcomes
• • Strong written communication — a diplomatic customer email and a crisp engineering handoff, and you know the difference
• • Highly organized; energized, not overwhelmed, by juggling many small, important things at once
• • Data fluency: comfortable in spreadsheets and structured data; can spot a duplicate row, a bad identifier, or a metric that jumped for the wrong reason
• • Daily AI-tool user — because you found it makes you faster, not because you were told to
• • Systems-thinker: your instinct on a recurring problem is to fix the process, not just the instance
• • Healthcare, value-based care, or ACO exposure — or genuine eagerness to learn the vocabulary of shared savings, quality measures, and AWVs
• • SQL, Snowflake, or dashboard and analytics familiarity
• • Experience supporting software implementations or customer onboarding

Qualifications

Must Haves

• • 2-4 years in operations, implementation, technical support, or consulting where you owned execution and outcomes
• • Strong written communication — a diplomatic customer email and a crisp engineering handoff, and you know the difference
• • Highly organized; energized, not overwhelmed, by juggling many small, important things at once
• • Data fluency: comfortable in spreadsheets and structured data; can spot a duplicate row, a bad identifier, or a metric that jumped for the wrong reason
• • Daily AI-tool user — because you found it makes you faster, not because you were told to
• • Systems-thinker: your instinct on a recurring problem is to fix the process, not just the instance

Nice to Haves

• • Healthcare, value-based care, or ACO exposure — or genuine eagerness to learn the vocabulary of shared savings, quality measures, and AWVs
• • SQL, Snowflake, or dashboard and analytics familiarity
• • Experience supporting software implementations or customer onboarding

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401k
• Remote-friendly with true startup flexibility