Customer Operations Specialist

ABOUT ANATOMY Anatomy is building the financial operating system for healthcare. We automate the complex, manual workflows behind how healthcare practices receive, process, and reconcile insurance payments, using AI-powered technology and embedded banking. We're a fast-growing, venture-backed startup helping healthcare organizations spend less time on administrative work and more time focused on their patients. ABOUT THE ROLE We're looking for a highly organized, detail-oriented, and action-driven Customer Operations Specialist to own customer onboarding, implementation, and day-to-day support. This is a hands-on role for someone who loves getting things done. You'll manage multiple customer implementations, respond to customer questions, troubleshoot issues, and coordinate across teams to ensure every customer has a great experience. We're looking for someone with a strong sense of urgency. Someone who takes pride in getting back to customers quickly, keeping their inbox clear, tracking every open item, and following through until problems are resolved. You'll thrive here if you enjoy juggling many different conversations and priorities, can switch between topics without losing track of details, and find satisfaction in closing the loop on every customer request. WHAT YOU'LL DO CUSTOMER SUPPORT & COMMUNICATION - Serve as a primary point of contact for customer questions, requests, and issues. - Respond to customer emails, slacks, or calls promptly, with clear, thoughtful, and actionable answers. - Take ownership of incoming requests, even when resolving them requires help from another team. - Troubleshoot customer issues, investigate problems, and follow through until they are resolved. - Proactively provide updates so customers never have to wonder about the status of their requests. - Maintain a high standard of written communication across dozens of active customer conversations. ORGANIZATION & OPERATIONAL EXCELLENCE - Manage a high volume of requests, customer conversations, and competing priorities without dropping details. - Maintain a well-organized inbox and work toward clearing or appropriately triaging every incoming request each day. - Track outstanding questions, action items, and commitments so nothing falls through the cracks. - Identify recurring customer issues and help improve our processes, documentation, and workflows. - Build repeatable systems that make onboarding and support more efficient as we scale. WHAT WE'RE LOOKING FOR THE MOST IMPORTANT QUALITIES ARE: - Exceptional responsiveness: You have a natural sense of urgency. You don't like leaving emails unanswered, and you take pride in responding quickly and keeping things moving. - Relentless follow-through: You own problems through resolution. You don't assume someone else will handle something, and you don't let tasks disappear into a backlog. - Outstanding organization: You can manage dozens of customers, conversations, and action items simultaneously while keeping track of every detail. - Strong written communication: Your emails are clear, concise, professional, and warm. You know how to explain complex topics simply and communicate effectively with customers. - Attention to detail: You catch mistakes, remember commitments, and ensure things are done correctly the first time. - Bias toward action: You're a doer. When something needs to get done, you figure out how to make it happen rather than waiting to be told what to do. - Ability to prioritize: You can quickly assess what's urgent, what's important, and what needs to happen next, even when multiple customers need your attention. - Comfort with ambiguity: You're resourceful, adaptable, and comfortable figuring things out in a fast-moving startup where processes are still evolving. - Customer empathy: You genuinely care about making customers successful and understand that prompt, reliable communication builds trust. - AI-forward: You already use tools like Claude or ChatGPT to work faster, or you're eager to. QUALIFICATIONS - 2–5+ years of experience in customer onboarding, implementation, customer support, customer operations, or a similar client-facing role. - Experience managing multiple customers, projects, or workstreams simultaneously. - Excellent written and verbal communication skills. - Strong proficiency with customer support tools, CRMs, spreadsheets, and project management systems. - Ability to learn new software products and workflows quickly. - Experience at a fast-growing startup, B2B SaaS company, fintech, or healthcare technology company is a plus. - Familiarity with healthcare billing, revenue cycle management, or financial operations is helpful but not required. WHAT SUCCESS LOOKS LIKE - Customers receive timely responses: Every customer inquiry is acknowledged promptly, with clear ownership and next steps. - Nothing falls through the cracks: Your inbox is triaged daily, every outstanding request is tracked, and commitments are consistently followed through. - Implementations stay on track: Customers have clear timelines, proactive communication, and minimal delays. - Customers trust you: They know that when they reach out, they'll get a thoughtful response and that their issue will be handled. - You make the team more effective: You identify bottlenecks, improve processes, and make it easier to support more customers as Anatomy grows. WHY JOIN ANATOMY? You'll join a small, high-performing team building critical infrastructure for the healthcare industry. This is an opportunity to take real ownership, work directly with customers, and have a meaningful impact on how we scale. We value people who move quickly, take initiative, communicate clearly, and take pride in the quality of their work.