Director of Support
HealthSherpa
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $140,000 - $185,000 per year
Job Level
Lead
About the role
- Manage a team of 4 direct reports and 60-70 total employees
- Monitor and improve existing Support team processes to provide a high standard of support synonymous with the HealthSherpa brand
- Improve our phone, chat, and email technology stack to increase performance, reduce friction, and improve both agent efficiency and customer experience
- Manage our internal agency's P&L, driving efficiency through process and platform improvements, and ensuring scalable, compliant operations
- Accelerate our adoption of customer service best practices, including AI-enabled support, workflows, training, and knowledge bases
- Develop feedback loops across the company to improve our products and customer experience holistically
Requirements
- 6+ years of experience leading high-volume support teams, with an emphasis on the individual health insurance market
- 3+ years of experience in management and building cohesive, diverse teams
- Deep experience with call center analysis and modeling, and translating the insights you find into action
- A get-stuff-done mindset and willingness to contribute as an IC to accomplish your goals
- Passionate about social impact and improving access to healthcare
- Startup experience (BONUS)
Benefits
- Excellent benefits package that includes health, vision, and dental coverage for you, your spouse, and dependents
- HSA/FSA options with corresponding contribution limits
- Monthly grocery stipend and home internet reimbursement
- 401K w/ a match after a grace period
- Life and AD&D coverage
- Disability insurance (Short and Long Term)
- Parental leave
- Four (4) weeks of paid vacation in addition to paid holidays
- Home office budget for remote team members
- Mental health and other wellbeing support programs through a partner network
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center analysisprocess improvementP&L managementAI-enabled supportworkflowstrainingknowledge bases
Soft skills
leadershipteam buildingcommunicationproblem-solvingadaptability