Product Support Specialist
Chromatic
Chromatic is a well-funded startup that is harnessing AI to build innovative hardware products in the healthcare field. We’re driven by cutting-edge technology, user-centric design, and a passion for improving lives.
About the role
Chromatic is looking to hire a highly motivated, people-centered Product Support Specialist who will play a critical role in driving customer conversion, retention and satisfaction, providing exceptional customer support throughout the customer journey.
You’ll touch all aspects of the customer experience, and partner with other teams to ensure the client’s success. You’ll be the first person that prospective clients interact with, forming the critical first impression for Chromatic, and supporting them throughout their customer journey.
This is a full-time, in-person role, in our NYC offices (Soho & UES)
Responsibilities:
● Conduct intake calls to understand customer needs, and begin educating them on Chromatic’s products and services to build excitement and trust
● Drive a high scheduling rate of qualified leads by effectively communicating value and addressing early questions.
● Quickly and effectively resolve customer concerns or issues at any point in their journey to ensure a seamless, well-supported experience that drives high NPS and low return rates
● Provide technical support, including patient coaching to improve device use and confidence
● Demonstrate a patient, empathetic approach when assisting with technology, including supporting Zoom and remote sessions
● Troubleshoot our products both in-person and remotely
● Maintain accurate and detailed customer documentation in Salesforce, Intercom, and other customer experience platforms
● Collaborate closely with the broader team, sharing insights to help improve product
offerings and the overall customer experience
What you’ll bring:
● 2+ years of experience in customer service, patient support, or sales, ideally in healthcare, or a related field
● Excellent communication skills, both written and verbal, with a warm, empathetic style.
● Confidence in de-escalating concerns and turning challenges into positive outcomes.
● Strong organizational skills and comfort managing multiple customer interactions simultaneously
● Proficiency with support software and general tech troubleshooting; experience with Salesforce or similar CRM is a plus
● A proactive mindset: you don’t just respond, you anticipate needs and look for opportunities to improve the experience
● Ability to work 9am to 6pm in person and on-call coverage (remote) for one weekend per month
Benefits.
● Competitive compensation
● 401(k)
● Health insurance
● PTO and sick days
● Free lunch (if visiting HQ)
● Opportunity to grow into a management/director-level role as the team expands
Chromatic is an equal opportunity employer. Employment is subject to a background check and
verification of credentials in good standing, as applicable.