Customer Support Representative (NitraMart)

Who we are: Nitra's mission is to build a more efficient healthcare system and the technology that makes it possible. Our goal is to provide an ecosystem of fintech and software solutions that help doctors better manage their practices, so they can have time back to focus on what matters to them most.
Nitra will offer physicians and medical clinics around the country cards, loans, accounts, payments, and expense management products they crucially need, in an all-in-one platform powered by machine learning technologies.
Nitra was created by unicorn founders who have successfully scaled to thousands of customers and exited $1B+ public offerings. They are joined by an ambitious and experienced team from American Express, Citi, PayPal, Capsule, Plaid, Bloomberg, Meta, Facebook, and Mastercard. The team is backed by some of the world’s leading VCs (Andreessen Horowitz, NEA, etc.) and is supported by an expert group of advisors including the cofounders of Square and Xendit, executives from Intuit, former Governors, White House senior staffers, and a co-founder of CityMD.

We're looking for: We are looking for a Customer Success Manager for NitraMart to own and manage relationships with our vendors and suppliers, ensuring seamless order fulfillment and a high-quality experience for our customers. This role sits at the center of our marketplace operations and plays a critical role in ensuring reliability, trust, and operational excellence across the supply chain.
You will be responsible for onboarding and managing vendor relationships, monitoring order performance, proactively identifying issues, and troubleshooting shipping or fulfillment problems to resolution. This role requires strong communication skills, operational rigor, and comfort navigating ambiguity in a fast-paced startup environment.

Your responsibilities will include::
• Manage and grow relationships with NitraMart vendors and suppliers, serving as the primary point of contac
• Own vendor onboarding, ensuring suppliers are set up for success on the NitraMart platform
• Monitor order fulfillment, shipping timelines, and delivery performance, proactively identifying risks or issues
• Troubleshoot and resolve customer shipping, fulfillment, and order-related issues, coordinating closely with vendors and internal teams
• Act as an escalation point for complex vendor or customer issues, ensuring timely and effective resolution
• Partner with internal teams (Operations, Product, Engineering, Support) to improve marketplace workflows and vendor performance
• Track vendor performance metrics and identify opportunities to improve reliability, service levels, and customer satisfaction
• Serve as a trusted partner to vendors, helping them navigate NitraMart processes and best practices
• Contribute feedback from vendors and customers to improve marketplace operations and product functionality
• Support retention and growth by ensuring a consistently high-quality marketplace experience

You have::
• 2+ years of experience in Customer Success, Account Management, Operations, or Marketplace-related roles
• Proven ability to manage external relationships and resolve issues in a fast-moving environment
• Strong communication skills with the ability to work effectively with vendors, suppliers, and internal stakeholders
• Experience coordinating across multiple teams to drive outcomes
• High attention to detail and strong organizational skills, with the ability to manage and prioritize many moving parts
• Comfort operating in an unstructured startup environment where processes are still being built
• A proactive, ownership-driven mindset—you don’t wait for problems to escalate before acting
• Ability to see challenges as opportunities to improve systems, relationships, and customer experience

We offer: :
• Equity - Everyone at Nitra is an owner. When the company wins, you win.
• Competitive Salary - You’re the best of the best, and your salary will reflect your experience and reward your contributions to Nitra.
• Health Care - Your health comes first. We offer comprehensive health, vision, and dental insurance options.
• Retirement Benefits - Your financial stability matters to us so we provide a generous employer 401K match.

Nitra values diversity. We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnicity, national origin or ancestry, gender, race, religious beliefs, disability, sex, sexual orientation, age, veteran status, genetic information, citizenship, or any other characteristic protected by law.