Customer Support

Join Candid's Customer Support team as an early member of a fast-growing department. You will provide exceptional support to customers, collaborate with various teams, and drive internal efficiency. This role requires 1-4 years of experience in healthtech support, excellent communication skills, and a passion for delivering a great customer experience. The position is based in San Francisco, Denver, or NYC with a hybrid schedule.

• Deliver best-in-class support to all customers, ensuring the Candid team is well-aware of customer pain points and feedback.
• Work cross-functionally with Product, Engineering, Operations, and Billing teams to ensure tickets are answered quickly and accurately.
• Drive the Support team’s internal efficiency by creating SOPs for Support team workflows and proactively identifying improvement areas.

• While you won't be processing claims, having familiarity with insurance claims processing is a bonus
• 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
• Proactive and with a bias towards action, but also be excellent at communicating and collaborating with colleagues to ensure global prioritization of effort
• 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)
• Thorough attention to detail, especially and most importantly where data security is concerned
• Operate with utmost professionalism, respect, and empathy for the customer, and be passionate about giving them a great experience with Candid
• 1-4 years of experience within healthtech support
• Possess excellent written communication skills, with both customers and coworkers
• Able to frequently interact with product and engineering teams, providing detailed notes for technical ticket escalations
• Able to quickly prioritize new tasks against (potentially many other) competing tasks
• Comfortability troubleshooting technical issues such as API and platform integrations is a bonus
• 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