Job Description

Candid Health is looking for a new addition to its brand-new Customer Support team. Reporting into the Customer Support Lead, this role is responsible for delivering best-in-class support to all customers, helping to ensure the Candid team is well-aware of customer pain points and feedback, and contributing to the foundation of a developing department at a fast-growing company. Candid’s Support team works collaboratively with all teams to ensure customers are supported quickly and thoroughly, and we’re looking for new members with a proven track record of delivering exceptional customer service and operational excellence.

Candid is an in-person company and employees are expected to come into our NYC, Denver, or SF office regularly (baseline expectation is 4+ days per week).

What You’ll Be Doing

• Ensure high quality support that meets designated SLAs on Level 1 (L1) support inquiries from Candid’s customers, including by monitoring tickets assigned to other teams (using Zendesk)

• Assist with the Support team’s internal efficiency by creating SOPs for Support team workflows (e.g., how to handle diagnose claim status 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

Who You Are

• Familiar with revenue cycle software products (e.g., billing software, clearinghouses, PMSs, EMRs, patient collections software, etc), and/or have experience working in an environment that required deep knowledge of revenue cycle fundamentals

• 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

Pay Transparency

The estimated starting annual salary range for this position is $70,0000 to $90,000 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, 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. Further note that Candid Health has minimal hierarchy and titles, but has broad ranges of experience represented within roles.

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