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Salary: USD 70,000 - 125,000 / annual
Candid Health is building a platform to simplify medical billing for healthcare providers. The Customer Support team is seeking an early-stage team member to join a 1-year-old department at a fast-growing healthtech company.
You will report to the Customer Support Lead and be responsible for delivering best-in-class support to customers while identifying pain points and feedback. The Support team collaborates across Product, Engineering, Operations, and Billing to ensure customers receive quick and thorough support.
Key Responsibilities:
- Provide high-quality support meeting designated SLAs on Level 1 (L1) support inquiries, primarily related to billing/claims processing, product functionality, bugs, and feature requests
- Work cross-functionally with Product, Engineering, Operations, and Billing teams to resolve tickets quickly and accurately
- Create and maintain Standard Operating Procedures (SOPs) for Support workflows, automated response macros, and Support Center articles
- Identify and propose improvements to Support team internal operations and cross-functional collaboration processes
- Proactively identify opportunities to enhance support quality and work with the team to implement them
- Troubleshoot customer issues creatively, including investigating and collaborating with cross-functional teams when no precedent exists
- Communicate detailed technical notes for escalations to Product and Engineering teams
The role is based in San Francisco (Financial District), Denver (Downtown), or New York (Chelsea) offices on a hybrid schedule: 4 days in-office, 1 day remote per week.
Requirements:
- 1-4 years of experience in healthtech support
- Excellent written communication skills with both customers and colleagues
- Ability to troubleshoot technical issues such as API and platform integrations (bonus: familiarity with insurance claims processing)
- Strong cross-functional collaboration skills with Product and Engineering teams
- Ability to quickly prioritize competing tasks and work efficiently
- Creative problem-solving approach to novel customer issues
- Professionalism, respect, and empathy in customer interactions
- Proactive mindset with bias toward action and excellent communication
- Thorough attention to detail, especially regarding data security
- Comfort asking questions and seeking help to improve team operations and documentation
