The role
Candid Health is seeking an experienced, outcome oriented Customer Support leader to build and lead our Centralized Customer Support team from the ground up. In this role, you will be responsible for architecting, building and managing a team that is fundamentally responsible for four things: [1] triaging inbound customer questions and requests for support , [2] addressing issues which fall within your team’s remit, [3] routing and escalating issues to other internal teams as required, and [4] monitoring the overall health and performance of this system as a whole. Today, our team has solid building blocks for this system already in place, but lacks a dedicated, experienced leader whose central mandate is to own and build the team. The team this person will be building will play a crucial role in our team’s ability to centralize and scale our delivery and support efforts, while upholding the highest standards of substance and operational excellence that our customers expect of us. A successful candidate has experience designing, building and ideally managing a world-class Customer Support team that prides itself in delivering a delightful and effective customer experience in the context of hard, complex problems.
Location
Candid Health is an in-person team with office locations in San Francisco, Denver and New York City. This is not a remote position.
What you’ll be doing
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.
Who you are
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.
Pay Transparency
The estimated starting annual salary range for this position is $105,000 - $175,000 USD. The listed range is a guideline from Pave data, and the actual base salary may be modified based on factors including job-related skills, experience/qualifications, interview performance, market data, etc. Total compensation for this position may also include equity, and employee benefits. Given Candid Health’s funding and size, we heavily value the potential upside from equity in our compensation package.
