Customer Support Lead

The role Candid Health is seeking a Customer Support Lead to enable our Support team as we continue to scale. In this role, you will be responsible for growing multiple individual contributors on the team, driving strategic outcomes that will allow the entire Support team to achieve best-in-class support as our product and team grow, owning support quality for various areas of the business, and developing systems that allow Candid to continue providing excellent experiences to customers. A successful candidate has experience contributing strong impact on 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 will start with a strong IC focus for the first 6 months of your Candid tenure to become a product expert, ensuring you know what excellence looks like at the lowest tactical level of supporting Candid’s customers, so you can effectively model it for others and apprentice your team on how to achieve it. Build and refine systems to help the team scale, such as setting up QA programs, tracking new metrics, designing training programs—anything that helps the Support team win among an ever-changing growth stage business. Grow a team of direct reports, helping them increase both their scope and impact. Manage strategic goals alongside Support leadership, primarily geared towards increasing the team’s impact while increasing efficiency and representing the customer’s voice to the rest of Candid. Work with your Support team pod to meet and exceed support KPIs and SLAs, including CSAT, first reply time, resolution time, and support quality (QA) as the product grows and changes. Work closely with Product, Engineering, Billing, and other Ops leaders to identify feedback loops and address opportunities across the business. Remaining a credible product expert, including by spending a portion of your time in the weeds resolving complex tickets and managing escalations to stay deeply connected to the product and the customer experience. 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 take pride in your work and have an intrinsic curiosity and drive toward learning and self-improvement. You are rigorous in your thinking, and seek a first principles understanding based on all available data. You are driven and hardworking and know how to motivate a team while taking care of your people. You may have experience in the US healthcare industry, but if not, you are excited to delve deeply into one of the gnarliest problem spaces in America. You have at least 3 years of experience managing people, ideally in a high-growth B2B SaaS, health tech, or fintech environment. You have a demonstrated track record of delivering quantifiable business outcomes and are comfortable being held accountable to metrics like SLA achievement and efficiency gains. You are passionate about using technology and automation to solve complex problems and improve support processes. You are a clear and concise communicator who can explain complicated ideas in simple terms to both customers and internal stakeholders. You have a history of working through challenging environments and are comfortable keeping a team flexible through reorgs and rapid product launches. You have experience hiring and onboarding new talent and have successfully coached team members through performance and career goals. Pay Transparency The estimated starting annual salary range for this position is $135,000 - $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. #J-18808-Ljbffr