Customer Support

Summary

Join Candid Health's Customer Support team as an early member, reporting to the Customer Support Lead. You will provide best-in-class support to customers, ensuring the team understands customer needs and contributing to a growing department. Collaborate with all teams for quick and thorough customer support. The role involves handling L1 support inquiries related to billing, product functionality, and feature requests. You will improve internal efficiency by creating SOPs, macros, and support articles. Proactive identification of improvement areas in support operations and cross-functional collaboration is key. The position offers a competitive salary and equity.

Requirements

• 3-6 years of experience within healthtech support
• While you won't be processing claims, must have familiarity with insurance claims processing
• Possess excellent written communication skills, with both customers and coworkers
• Able to quickly prioritize new tasks against (potentially many other) competing tasks
• Ensure that we are applying effort efficiently to have the greatest possible impact for our customers
• Able to creatively troubleshoot customer issues where there may be no precedent or SOP, including by investigating and working with cross-functional teams (e.g., Product, Billing)
• Operate with utmost professionalism, respect, and empathy for the customer, and be passionate about giving them a great experience with Candid
• Proactive and with a bias towards action, but also be excellent at communicating and collaborating with colleagues to ensure global prioritization of effort
• Thorough attention to detail, especially and most importantly where data security is concerned
• Comfortable asking questions and asking for help in order to deliver a great customer experience, and committed to improving team operations and documentation using those learnings

Responsibilities

• Provide high quality support that meets designated SLAs on Level 1 (L1) support inquiries from Candid’s customers
• Most inquiries are related to billing/claims processing, product functionality and bugs, and feature request or feedback
• Work cross functionally with Product, Engineering, Operations, and Billing teams to ensure tickets are answered quickly and accurately, and to strengthen internal processes
• Drive the Support team’s internal efficiency by creating SOPs for Support team workflows (e.g., how to diagnose bugs or claim submission issues questions), macros (i.e., automated responses to common questions), and Candid Support Center articles
• Proactively identify improvement areas within Support team internal operations (e.g., defining processes to standardize common workflows) and cross-functional collaboration operations (e.g., routing and resolution of bug tickets with Product teams), and work with leadership to prioritize them appropriately
• Proactively identify opportunities to improve the Support team’s support quality, and work with the team to prioritize and implement them appropriately

Benefits

• The estimated starting annual salary range for this position is $70,0000 to $125,000 USD
• Total compensation for this position may also include equity, sales incentives (for sales roles), and employee benefits
• Given Candid Health’s funding and size, we heavily value the potential upside from equity in our compensation package