Provider Support Specialist

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 Doing

• Serve as a primary point of contact for providers, responding to questions and resolving issues across scheduling, billing, sessions, payouts, and other core workflows
• Own support tickets end-to-end, ensuring fast, accurate, and thoughtful responses
• Communicate with providers in a clear, professional, and empathetic tone that reflects Fay’s standards
• Identify recurring issues and partner with Operations, Product, and Engineering to address root causes
• Escalate bugs and complex issues with clear, structured context
• Help improve internal processes, automations, and support documentation (Help Center)
• Maintain a high bar for quality and consistency across all provider interactions
• Contribute to improving support metrics such as response time, resolution time, and provider satisfaction
• Support patient-related questions as needed, while keeping primary focus on provider experience

Your Skills & Experience

Required Qualifications

• 2+ of experience in customer support or a similar role in a fast-paced environment
• Strong written and verbal communication skills, with the ability to be clear, concise, and professional
• High attention to detail and accuracy in execution
• Proven ability to manage multiple workflows and prioritize effectively
• Strong sense of ownership and follow-through
• Ability to operate in ambiguity and adapt as processes evolve
• Comfort learning new tools and systems quickly
• NYC or SF-based, and able to join team in-office on a hybrid rhythm.

Preferred Qualifications

(Not required, but strong differentiators)

• Experience supporting providers, vendors, or professionals in a marketplace or healthcare environment
• Experience working with support tools such as Intercom, Zendesk, or similar platforms
• Experience escalating issues and collaborating with Product / Engineering teams
• Familiarity with support metrics such as SLAs or CSAT
• Experience creating internal documentation or help center content