Customer Support Specialist (AI)

About Rad AI

We have raised $80+ million to date from venture funds and just closed on our series B financing with investors Khosla Ventures, Gradient (Google’s AI fund) and ARTIS. We’ve also formed a partnership with Google to collaborate on the future of generative AI to redefine healthcare. Currently, more than 1/3 of radiology groups and healthcare systems, including Kaiser Permanente, HCA Healthcare, and Geisinger, now leverage the latest Gen AI advancements from Rad AI. We're recognized as one of the most promising healthcare AI companies by both CB Insights and AuntMinnie. Come join us in transforming healthcare with AI!

Founded by the youngest US radiologist in history, Rad AI empowers physicians with Al to save time, reduce burnout, and improve the quality of patient care. By combining our deep expertise in healthcare and AI and using one of the largest proprietary radiology report datasets in the world, our AI has uncovered hundreds of new cancer diagnoses for patients and reduced the error rate in tens of millions of radiology reports by nearly 50%. 

Why we’re hiring for this role:

We are seeking to hire a Customer Support Specialist to manage customer feedback and education for our AI features. This is an exciting opportunity to join us at a time of incredible growth and help us deliver the best possible customer service to our growing product portfolio and roster of physician users across the United States.

This is what you’ll do:

• Review user feedback on AI models and identify opportunities for model improvement
• Communicate effectively and empathetically with users to understand feedback, provide user education, and share status updates on requested model improvements
• Investigate trends and patterns in model performance using quantitative and qualitative analysis
• Work closely with Rad AI data engineering, machine learning teams, and radiologists to identify feedback themes and focus areas for model improvement
• Collaborate with Customer Success team to identify commercial risks and opportunities based on radiologist feedback
• Gather additional user sentiment data and feedback through interviews and surveys
• Assist with general application questions and issues as needed
• Willingness to learn and adapt in a fast paced startup environment
• Be available for occasional night/weekend on-call to address critical severity issues

This is what you’ll need:

• 1 + years of experience with customer-facing teams in customer support, customer service, customer experience, customer success, or related functions in software products
• Exceptional communication and interpersonal skills, both written and verbal
• Strong reasoning and analytical skills
• Ability to successfully manage multiple customer conversations and initiatives
• Demonstrated ability to learn new concepts, tools, products, and technologies

This would be nice to have:

• Prior SaaS or startup experience
• Basic familiarity with LLMs/AI/machine learning products
• Proficiency in data analysis and reporting
• Experience in a radiology practice or radiology focused tech company
• Familiarity with radiology or medical terminology

Come join our world-class team as we build and deploy AI solutions that will make a difference in millions of people’s lives. Our team is mission-driven and focused on transparency, inclusion, close collaboration, and building an incredible team.

If you're passionate about driving innovation and delivering impactful reporting solutions, we'd love to hear from you!

Rad AI offers a variety of benefits, including:

• Comprehensive Medical, Dental, Vision & Life insurance
• HSA (with employer match), FSA, & DCFSA 
• 401(k)
• 11 paid company holidays
• Location-flexibility (remote-first company!)
• Flexible PTO policy
• Annual company-wide offsite
• Periodic team offsites
• Annual equipment stipend

At Rad AI, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Please be vigilant regarding job scams. We advise all candidates to apply directly through our official careers page. Our recruiters will use email addresses with the domain @radai.com or no-reply@ashbyhq.com.