What is Trusted Health?
Trusted Health is helping people everywhere get the care they deserve by rethinking the way healthcare professionals connect with caregiving facilities around the globe.
Digital labor marketplaces are just beginning to emerge in healthcare and you’ll join a uniquely experienced team (from Hired, LinkedIn, Google, Entelo, Samsara, Netflix, UCSF Medical Center, Penn Medicine, Texas Children’s Hospital) with ample funding, top-tier investors & advisors, and ambitions to become the market leader in the space.
What we’re looking for:
We’re looking for an experienced operations leader in Customer Support to own the user experience throughout the lifecycle of a nurse within our Marketplace. This is a unique opportunity as you’ll be the first person implementing a support solution that will be able so scale with our growth! We are building a high-touch, world-class experience for our nurse’s and want to be accessible anywhere, anytime to respond to their needs. We are their champions, providing effective and empathetic support. We are not in the business to “check-boxes” or quickly pass someone along - our team is excited to engage in conversation and create a remarkable experience for our users.
As a key early hire, you’ll wear many hats as you lead, manage, and streamline how and when we engage with our users. You’ll be responsible for identifying and solving issues as we expand. You’ll build and manage a support team, and be responsible for their individual functions. You’ll set up for success not only with the volume we have today, but for the volume we expect in the next 6, 9, and 12 months.
You will:
- Work with the marketplace, product, and marketing teams to develop, productize, and automate essential pieces of user support. Promote quantitative “employee experience” or NPS metrics to provide us with the foundation to improve employee experience through each step of the process.
- Ensure all teammates have the information and tools they need to quickly and effectively answer our user’s questions
- Track and analyze trends to suggest changes to the process or workflow when needed
- Own the “knowledge” within the Marketplace (Guru, FAQ, etc…)
- Serve as a brand ambassador on the front line with our customers via chat, SMS, Intercom, and email
- Identify third-party solutions and providers to help us provide a premier quality of service to our users
- Create workflows and processes to manage how and when we communicate with our users through tools with an emphasis on quality and rapid response time.
- Help us improve---everything---and provide input to our product team to help us streamline routine processes and provide an even better experience to our candidates and clients alike.
You have:
- 7-10+ years of professional experience with one or more Customer Support implementations, preferably at a high-growth startup and/or in a management capacity.
- 2+ years of experience as a hiring manager & working with cross-functional teams.
- An appreciation and appetite to deliver incredible customer experience
- Excitement to dive into the NSP/CSAT metrics and use that information to make decisions
- Experience with databases and enterprise tools such as Salesforce, Front, Zendesk, and Freshdesk.
- Understanding of customer support / customer experience systems and best practices.
It would help if you have experience with a few of the following:
- Experience working in the healthcare industry or at a healthcare start-up
- Experience with product development / product management processes.
Perks & Benefits:
- The opportunity to get in on the ground floor of a well-funded company that’s primed for rapid growth and expansion.
- Working directly with a world class team of clinicians, engineers, designers, marketers, and entrepreneurs.
- Stock options and competitive compensation package.
- Paid vacation & sick time and flexible work hours.
- Employer paid health insurance, vision, and dental.