Customer Support Operations Supervisor

At GoodRx, we believe that all Americans should have access to convenient and affordable healthcare. As a nation, we spend about $3.5 trillion annually on our healthcare, but too many Americans don't get the care they need and prices just keep rising. We started with prescriptions, and we've helped over 100 million Americans save over $15 billion to date. Now, we're aiming to tackle all of healthcare.  GoodRx is a profitable business funded by top-tier investors; we're based in Santa Monica with additional offices around the country. We're a low-key and tight-knit group that likes to find new ways to fix problems. If you share our belief that you can do well by doing good, let's talk.

About the Role
The Customer Support Operations Supervisor will assist in the day-to-day operations of our Santa Monica based Escalations Team. This individual will partner with internal teams and BPO in managing the escalations process and improvements. This cross-functional role is a great opportunity to make an impact within one of the nation’s leading healthcare startups.
 
Responsibilities:
  • Document standard operating procedures for escalations and patient advocate departments
  • Identify gaps in communication and create processes to streamline productivity and communication across departments; assist in running weekly meetings
  • Oversee ongoing reporting and analysis of existing projects and new initiatives 
  • Coordinate testing and launch plans to improve operations
  • Partner with Pricing Operations team to coordinate processes and ongoing performance reporting
  • Assist with coordination of day-to-day operations for pricing and escalated customer support tickets
  • Coach, mentor, and develop team members while empowering the team to take responsibility for their jobs and career development 
 
Skills & Qualifications:
  • 3-5 years’ relevant experience, ideally at a tech company
  • Strong manager with experience leading and inspiring teams
  • Proficiency with project management tools, such as Asana, JIRA, and Confluence
  • Experience with ZenDesk
  • Clear, proactive communicator who is open and responsive to feedback
  • Interest in healthcare and desire to help consumers 
  • Strong attention to detail with superior organizational skills
  • Analytical and data-driven with great interpersonal skills; able to speak to technical and nontechnical groups with equal fluency
  • Ability to collaborate and partner across teams and disciplines; proactive and solution oriented 
  • Low-ego, high intelligence, passionate
  • Experience with: Looker, Tableau, MySQL, SQL, R, Python a plus

About GoodRx
GoodRx is the country's leading marketplace for affordable and convenient healthcare. The company offers the most comprehensive and accurate resource for prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast. More than 12 million consumers use GoodRx each month to find current prices and discounts for their medications. Since 2011, Americans with and without health insurance have saved more than $15 billion using GoodRx – more than $5 billion in 2019 alone. With GoodRx Care, Americans can get an online medical visit with a skilled physician for fast and easy treatment, prescriptions, and lab tests for routine medical issues. GoodRx is the #1 medical app on the iOS and Android app stores and tens of thousands of doctors recommend GoodRx to their patients. For more information, visit www.goodrx.com.

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