Provider Support Specialist

Provider Support Specialist At Fay, our mission is to make nutrition a foundational pillar of preventative care, improving outcomes, accessibility, and affordability at scale. We're building AI-powered infrastructure to transform preventative healthcare. Think that's bold? We're just getting started.Today, Fay is a three-sided marketplace connecting providers, patients, and payers to revolutionize preventative care delivery. Our b2b2c business-in-a-box solution empowers dietitians to deliver high-quality, affordable nutrition care, helps patients take control of their health, and enables payers to build healthier member populations. Nutrition is our starting point, not the finish line. The platform we're building will expand into new areas of preventative health and wellness as we grow.We're proud to be one of the fastest-growing companies in healthtech, backed by category-defining investors like General Catalyst, Forerunner, 1984, and Goldman Sachs.Ready to leverage AI-driven technology to transform preventative care and make a real-world impact on health? Let's talk.About This Role We're hiring a Provider Support Specialist to support the dietitians on Fay and ensure they can deliver care without friction.This role sits at the center of our marketplace. A core part of your day-to-day will be supporting providers, resolving issues, and keeping their operations running smoothly. You will work closely with providers to answer questions, troubleshoot problems, and ensure a high-quality provider experience.You will also play a key role in identifying patterns, surfacing issues, and escalating bugs or edge cases to the appropriate teams. You will partner closely with Provider Operations, Product, and Engineering to ensure issues are resolved effectively and do not recur.Beyond day-to-day support, you will work with Provider Operations and Product to improve the systems behind the scenes and strengthen the overall provider experience. This includes contributing to more scalable support workflows, improving documentation, and identifying opportunities for automation over time.What You'll Be DoingServe as a primary point of contact for providers, responding to questions and resolving issues across scheduling, billing, sessions, payouts, and other core workflowsOwn support tickets end-to-end, ensuring fast, accurate, and thoughtful responsesCommunicate with providers in a clear, professional, and empathetic tone that reflects Fay's standardsIdentify recurring issues and partner with Operations, Product, and Engineering to address root causesEscalate bugs and complex issues with clear, structured contextHelp improve internal processes, automations, and support documentation (Help Center)Maintain a high bar for quality and consistency across all provider interactionsContribute to improving support metrics such as response time, resolution time, and provider satisfactionSupport patient-related questions as needed, while keeping primary focus on provider experienceYour Skills & Experience2+ of experience in customer support or a similar role in a fast-paced environmentStrong written and verbal communication skills, with the ability to be clear, concise, and professionalHigh attention to detail and accuracy in executionProven ability to manage multiple workflows and prioritize effectivelyStrong sense of ownership and follow-throughAbility to operate in ambiguity and adapt as processes evolveComfort learning new tools and systems quicklyNYC or SF-based, and able to join team in-office on a hybrid rhythm.Experience supporting providers, vendors, or professionals in a marketplace or healthcare environmentExperience working with support tools such as Intercom, Zendesk, or similar platformsExperience escalating issues and collaborating with Product / Engineering teamsFamiliarity with support metrics such as SLAs or CSATExperience creating internal documentation or help center contentCompensation Range $70,000 - $90,000 USDFay is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.