Customer Support Associate

As a Customer Support Associate (Business Hours), you’ll be the first line of support for our nurse users and hospital leaders during standard business hours. You’ll ensure that users get quick, clear answers and a positive experience with M7 whenever they need help. Your work will play an essential role in keeping nurses and managers supported throughout the day, and you’ll help us deliver on our promise of being a true partner to health systems. You'll respond to inbound calls, emails, and texts from M7 users during business hours (M–F, 8am–4pm) for 5 shifts per week, troubleshoot platform questions and escalate technical issues when needed, provide empathetic, clear communication to ensure users feel supported and confident using M7, and accurately log and track customer interactions to inform our team’s ongoing improvements. You'll work closely with our Customer Operations team to flag urgent issues that need follow-up during regular business hours, share common user pain points and feedback to help improve both our platform and support processes, and maintain consistency in communication so customers feel seamless support no matter when they reach out.