Customer Support

Summary

Join Candid Health's Customer Support team as a founding member! Reporting to the Customer Support Lead, you will provide exceptional support to customers, identify pain points, and contribute to the team's development. Collaborate with various teams to ensure swift and thorough customer support. The role requires experience in healthcare software and excellent communication skills. Location flexibility is offered based on proximity to offices in NYC, San Francisco, or Denver. The estimated annual salary range is $70,000 to $120,000 USD, with potential for equity and other benefits.

Requirements

• Have experience with healthcare software products (e.g., billing software, clearinghouses, PMSs, EMRs, patient collections software, etc), and/or have experience working in an environment that required familiarity with medical billing
• 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
• 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

• Equity
• Employee benefits
• Remote work, flexible hours