Customer Support Lead
Confirmed live in the last 24 hours
Candid Health

51-200 employees

Medical insurance billing platform
Company Overview
Candid Health is on a mission to fix one of the most broken and costly pieces of the US healthcare system: medical billing. Candid is rethinking medical billing from the ground up, building software backed by best-in-class data science to automate much of this complexity so healthcare providers can get paid dramatically more easily and inexpensively.
AI & Machine Learning

Company Stage

Series B

Total Funding

$53.7M

Founded

2019

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

22%

1 year growth

47%

2 year growth

490%
Locations
San Francisco, CA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
CategoriesNew
Customer Success & Support
Requirements
  • You have experience building and managing a team with a centralized support mandate, ideally in the context of a complex, fast-moving software business
  • You take pride in your work and have an intrinsic curiosity and drive toward learning and self-improvement
  • You have a demonstrated track record of performance in complex, fast-moving environments
  • You are motivated by outcomes and will run through walls to accomplish your goals
  • You take pride in your craft and enjoy maintaining a high quality bar, but also believe that “done is better than perfect” and have good intuition around which corners are okay to cut and which aren't
  • You're passionate about solving customers' problems, and are creative and expansive in your approach to enabling customers to develop the skills, knowledge and expertise to self-serve
  • You are rigorous in your thinking, and seek a first principles understanding based on all available data
  • You have a track record of scaling processes and operations, and of mastering the substance of the problem space that underpins these activities
  • You are comfortable staking strong opinions and then driving toward them, but open and adaptable in the face of new information or feedback which forces you to rethink your approach
  • You're a clear and concise communicator; you enjoy the challenge of explaining complicated ideas in simple terms, both in-person and in writing
  • You are driven and hardworking and know how to motivate a team while taking care of your people
  • You may have US healthcare industry experience
  • You may have experience in the US healthcare industry, but if not, you are excited to delve deeply into the guts of one of the gnarliest problem spaces in America
Responsibilities
  • You'll inherit a strong set of building blocks and pre-existing tools, systems and ways of working, but will be empowered to establish the vision and mission for this team, and then build it
  • You'll have support from a scrappy but effective team from day one, and will be responsible for building and managing this team as it grows
  • You will work cross-functionally with other teams to identify and address opportunities and feedback loops across our business
  • You will be deep in the trenches of medical billing, developing a deep qualitative understanding of the problem space in which we operate and a mastery of our product, such that you can be effective at the lowest tactical level in order to set and uphold the standards of excellence you will expect of your team
  • You and your team will be responsible for defining support KPIs and SLAs like time to first response, time to issue resolution, customer satisfaction scores, and efficiency metrics which will empower your team to continually and proactively identify the origins of inbound support requests, and tackle them either directly or indirectly via other teams at Candid
  • You will play a critical role in shaping our company culture and helping to make this the best place we've ever worked