Customer Support Specialist Manager

Company: Take Command Health

Position: Customer Support Specialist Manager (full-time)

Location: Dallas, TX preferred

Salary Range: $60-80k- commensurate with experience

Keywords: health insurance, health care, management, healthtech, insuretech, customer support

About Take Command Health
Take Command Health is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees (when they have the right support) to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.

Let’s be honest—health insurance is usually a confusing, frustrating, and even emotional experience for people. We want to fix that with a new model, great technology, and a superior user experience. We have made a great start, but we need your help to fully realize our long-term vision.

We’ve spent a lot of time learning about our customers – who they are, why they buy our products, and what they need from us. As we continue to grow, we have a team of strong customer support specialists helping out our clients on the front line, and we’re in need of a dynamic leader to help the Customer Support Specialist team take our capabilities to the next level and delight our customers. We are looking for someone with a proactive and positive personality with a desire to problem-solve, think strategically, lead people, and ensure our clients love Take Command Health & HRAs!

About The Role

We’re looking for a mix of strategic thinking and a willingness to roll up your sleeves and get your hands dirty. We want the ultimate people person, who loves meeting & helping people, who is willing to go the extra mile to be kind, courteous, efficient, and detailed in every client interaction. Be ready to obsess about our customers’ satisfaction as you help us continue to improve upon our customer service strategies, processes, and tools.

Many of our Customer Support Specialist team members are beginning their careers and are eager for growth opportunities. The Customer Support Specialist Manager has the incredible opportunity to coach and manage this incredible group and prepare them to be the future of TCH!

Responsibilities

• Supervise day-to-day operations of the CSS department
• Represent Take Command Health as the face of our service department, interacting daily with clients and helping provide thoughtful solutions to customer requests and concerns.
• Act as the escalation point for complex client issues in the Client Success Specialist department.
• Develop customer satisfaction goals and provide strategic solutions to reach the goals, as well as the coaching to help the CSS team meet department & individual goals
• Assess customer support & satisfaction metrics and provide regular reporting
• Hire and train new CSS team members
• Provide coaching & management to CSS team members as you implement best practices and improve our service offering to our customers.

Competencies & Qualifications:

• 3-5 years management experience
• 5+ years customer service experience
• A mix of technical & people skills. You’re just as comfortable leading meetings & putting out customer fires as you are reporting on customer data.
• Excellent written & verbal communication skills. We’re solving a complex problem, and it takes patience and the ability to explain complex ideas in simple, understandable ways to make our clients feel comfortable and confident. Most importantly, we’ll be counting on you to train our CSS team to master these skills.
• Ability to provide leadership, confidence, and support for our CSS team members.

We’re looking for a great teammate
Great products are built by great teams. We’re eager to partner with someone that can use their knowledge, skills, and experience to make all of us—and our product—better.

• Passion for what you do: We know…how exciting can health insurance really be? The reality is our clients love us because we make something that is frustrating, easy and straightforward and, um…kind of fun! We get excited about that! That’s how we made it this far and we enjoy the company of people who care about the problems we’re solving.
• Attention to detail…: The importance of this for our data-driven product is hard to overstate, and we take pride in improvements large and small. We’re also talking about people’s health, money, and well-being, so we want to be right.
• …with an eye on the big picture: We want to hear your voice as we develop the Support team, your input and ideas are critical to giving us new ways to help our clients and distribution partners understand the value of an HRA and our services for them.
• Leadership: People are going to have to follow your lead, and the way you communicate and carry yourself is not something we gloss over.
• Appreciation of testing, rapid prototypes, and pivots: Software is complicated and we’re tackling complex problems for our users. Also, you’ve probably noticed from the news that the health insurance industry we’re innovating in is pretty fluid right now. We don’t expect everything you do to work perfectly or last forever. Be prepared to iterate on the fly.

More about us
We’re in the process of securing outside funding and are thrilled to be able to expand our team. The market is ripe for new methods and we’re excited about what we’re bringing to the table.

We’ve been featured in the New York Times, The Wall Street Journal, Dallas Morning News, and other publications around Texas and are excited about our growth opportunities.

Get in Touch
This has mostly been about us, but we’d love to hear from you. We’d love to hear your story. To apply, please follow this link. Thanks, we can’t wait to hear from you!

-Please, direct applicants only. No recruiters or third-parties.-

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