Customer Experience

The Role

Candid Health is building a platform to make medical billing easy, so healthcare providers can get paid. Our Customer Support team is looking for its next team member to join our 1 year old team. As an early member of this team, you will report into the Customer Support Lead, and will be 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 ground floor operations 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.

Location: This role is based in our San Francisco (Financial District) or Denver (Downtown) or NYC (Chelsea) offices and follows a hybrid schedule with 4 days in-office, 1 day remote per week.

What You’ll Be Doing

• 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.

Who You Are

• 1-4 years of experience within healthtech support.

• While you won't be processing claims, having familiarity with insurance claims processing is a bonus.

• Comfortability troubleshooting technical issues such as API and platform integrations is a bonus.

• Able to frequently interact with product and engineering teams, providing detailed notes for technical ticket escalations.

• 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 $125,000 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.