Customer Onboarding + Support (AI)

THE ROLE

~50% Customer success (the human side):

• Onboard every new clinic so they actually use Aeva and love it
• Reach out to clinics who aren't getting full value yet
• Run regular workshops to help customers get more out of the product
• Help us build a community of clinic owners
• Turn happy customers into a referral engine
• Own NPS, retention, and customer satisfaction

~50% Customer support (the technical side):

• Lead our Intercom queue — ~45 conversations a week, mostly written
• Edit AI scripts in our dashboard to fine-tune how the receptionist behaves
• Read call logs and CRM configurations to diagnose what went wrong
• Escalate the real software bugs to engineering — handle the rest yourself
• Document patterns and feed them back to product

This role is for someone who's genuinely energised by BOTH halves. If you want pure strategy with no tickets, this isn't it. If you only want to handle tickets and skip the relationship side, also not it.

YOU'LL THRIVE HERE IF

• You're 2-5 years into a customer success or implementation career
• You're naturally warm in writing and on video calls — people relax when you pick up
• You actually enjoy getting into software tools — editing scripts, reading logs, configuring integrations
• You like the puzzle of "why isn't this working?" and the satisfaction of fixing it
• You have real AI interest — not "I've used ChatGPT," more "I find this stuff genuinely fascinating"
• You want to build something — community, workshops, processes — not just operate it
• You want to work with founders and a small team on a big mission. To never let a phone call get missed in healthcare again.

YOU'LL PROBABLY HATE THIS ROLE IF

• You want to lead a team from day one
• You think customer support is beneath your level
• You want a clean role definition with no ambiguity
• You need a structured 9-5 (we're flexible — but customer needs sometimes shift hours)