Nursa is revolutionizing the temporary healthcare staffing industry by delivering an unparalleled level of transparency and accessibility to healthcare providers, and living out our mission to enrich the life of every clinician with innovation and opportunity. We’re committed to helping professionals such as registered nurses (RNs), licensed practical nurses (LPNs), and certified nursing assistants (CNAs) advance their careers by giving them the power to choose from available shifts provided by facilities in their area. In turn, Nursa’s marketplace platform technology empowers healthcare facilities to bring in the talent they need without spending time and resources on traditional nursing recruitment processes. By connecting healthcare clinicians and healthcare facilities to fill per diem and on-call shifts, the Nursa marketplace increases access and transparency to the $17 billion temporary clinician staffing industry. We’re a profitable, venture backed startup founded in March 2020 and are rapidly expanding. Your impact will not only be on the business, but also on the daily lives of healthcare providers and the quality of care everyone experiences.

Role overview: 

As Nursa continues to drive business growth, the company is seeking a Head of Customer Support to grow and develop its customer support program. As the Head of Customer Support, you will be responsible for defining Nursa’s strategy & approach to customer service, standing up all day-to-day support operations (e.g., hiring teams domestically and abroad focused on responding to daily customer support inquiries), developing our support policies, and ensuring agent quality. You will also be responsible for ensuring that Nursa’s customer support operations scales with the growth of the business.

Responsibilities:

• Define Nursa’s short-, medium- and long-term strategy as it relates to customer support and experience. What does customer support mean at Nursa? What sort of experience should we deliver to our customers? How - if at all - should that evolve as our business grows and scales?

• Deeply understand Nursa’s market expansion plans & ensure that our customer support organization is able to support those plans

• Stand up all day-to-day support operations - including but not limited to: development of both on-shore and off-shore (i.e., BPOs) customer support operations, documentation of all key support processes and customer communications (e.g., saved replies), and creation of a framework to measure & assess agent quality

• Develop all customer support policies; ensure that these policies are in-line with business strategy & objectives

• Utilize customer support as a proactive tool to increase growth & engagement amongst customer base

Qualifications: 

• Strong strategic thinker, with the ability to thrive in ambiguity. We don’t have all of the answers, and we need someone who can help define what success means in the customer support arena

• Significant experience standing up day-to-day support operations - e.g., off-shore and on-shore agents, documentation of key processes and communications, etc.

• Strong ability to work with both quantitative and qualitative data. This role will require and understanding of the numbers, but also will require a need to deeply understand what our customers are telling us they need with regard to customer support

• Strong ability to work cross-functionally with other organizations, whose work is essential to bringing this vision to life

• High-growth operations, tech, or startup experience is a plus, but not required

What you get in return:

• Opportunity to revolutionize healthcare industry and build both relationships and teams that make a tangible impact 

• We empower team members to act intelligently and be owners, believing that execution is everything, and have designed a learning-focused environment where you get ongoing support and regular feedback to help you grow

• An opportunity to join an international team with a work culture that is based on trust, flexibility, and curiosity

• Competitive salary and benefits

Closing:

Nursa is an equal opportunity employer. We aim to build a workforce of individuals from different backgrounds, with different abilities, identities, and mindsets. Even if you do not meet all of the qualifications listed above, we encourage you to apply!