Platform Support Associate

About the job

Berry Street is a business-in-a-box platform enabling registered dietitians to start and scale private practices that accept health insurance. We provide all of the software needed to run a thriving practice—plus administrative services like insurance contracting, eligibility verification, customer support, claims billing, and even patient acquisition.

Our Mission

We’re tackling America’s most comprehensive health crisis—food. More than half of Americans struggle with their relationship with food, are clinically overweight, or live with chronic conditions linked to diet. Nutrition therapy is clinically proven to help, and most commercial health insurance plans cover it at $0 out-of-pocket.

Since launching in January 2023, we’ve grown to over 1,500 providers on our platform and tens of thousands of patients served across all 50 states. We’re a fast-growing Series B company, building the largest network of registered dietitians in the U.S. and making expert nutrition care accessible to all.

About the Role:

We’re looking for a Platform Support Associate to join our Customer Experience team. This role will report to our Platform Operations & Experience Lead and is perfect for someone who enjoys structured work in a collaborative environment, has a knack for customer service, and can navigate basic AI tools with ease. You’ll help keep our platform running smoothly by managing support tickets, monitoring our offshore Customer Experience team, and ensuring our trusty AI assistant ("Lorikeet") delivers high-quality responses. This is an entry-level position that offers stable hours and consistent responsibilities, ideal for someone who is a self-starter and can work independently.

Responsibilities

• Respond to and manage incoming support tickets from providers and patients.
• Oversee and fine-tune our AI-powered support agents, to ensure accurate and helpful responses.
• Collaborate with the Platform Operations & Experience Lead on special projects as assigned.
• Monitor trends in inbound sentiment among patients and providers to serve as an on-the-frontlines resource.
• Manage back-office system of patient appointments, collect required documentation, and accurately record and maintain all related information for seamless provider coordination.
• Escalate issues to the Platform Operations & Experience Lead and Head of Platform Operations when necessary, maintaining smooth communication.

Requirements

• Recent college graduate or 1-2 years of professional experience.
• Hospitality or customer service background (customer support experience at a startup is a plus).
• Proficiency with AI tools (ChatGPT, AI chatbots, etc.) and willingness to learn new platforms quickly.
• Self-starter mindset—comfortable working independently with minimal supervision.
• Strong communication skills and a focus on customer satisfaction.
• Proven success in handling escalations and resolving complex issues.
• Tech savviness with the ability to navigate CRM systems like Intercom, etc
• Strong organizational skills with the ability to prioritize and multitask in a fast-paced setting.
• Excellent written and verbal communication skills.
• Ability to work on East Coast time from 9am-6pm.

Benefits

• Opportunity to work at a mission-driven health tech startup.
• Exposure to modern AI tools and platform operations.
• Supportive, collaborative team culture.
• Comprehensive health insurance plans, including dental and vision
• Citibike membership 🚲
• Unlimited dietitian care 🍓
• Continuous learning opportunities
• Compensation: Hourly ($16-$20/hour)
• The opportunity to help build a rapidly scaling start-up organization by taking strong ownership of your work