Director - Customer Support

YOUR TEAM

At Nuna, our mission is to make high-quality healthcare affordable and accessible for everyone. We achieve this by building software products that empower healthcare payers and providers to measure and improve their cost and quality outcomes. With a foundation rooted in compassion and driven by data, we're committed to transforming the healthcare system through value-based care. Founded on the principle of being a 'big sister' in the healthcare industry, our origins are deeply personal and motivated by a desire to help those facing the hardships of healthcare navigate the system more effectively. Today, Nuna stands as a beacon of innovation, providing a patient-facing service that changes outcomes by partnering with their physician and rewarding their healthy habits.

As the Customer Support Lead, you will help design and build a Support team for our Nuna App. The Nuna App combines multiple behavioral strategies to encourage patients to make daily behavioral changes that evolve into lasting habits, which create better long term health for them. You will be responsible for ensuring that patient and clinician questions and issues are responded to and resolved quickly and successfully. You will work with a team of highly driven professionals dedicated to a delightful customer experience with Nuna’s products. As the day-to-day interface to customers, you will create and deliver customer interactions that foster customer success and loyalty.

YOUR OPPORTUNITIES

• Develop your knowledge and expertise on Nuna’s App and Care Team Interface, so you can answer patient inquiries and perform issue triage

• Define and build support processes that meet customer and internal needs

• Manage support tickets, solve complex problems, and ensure each customer support request receives a response within Nuna service-level agreements (SLAs)

• Foster trusted relationships with our customer’s Care Teams and Patients by engaging via email, phone, chat, text

• Track and report performance on Support Key Performance Indicators (KPI) internally to stakeholders

• Collect and summarize feedback from customers to provide visibility into our user community health and engagement

• Interface internally with Community Health Workers, Account Leads, Product Managers and Engineers for troubleshooting and escalations

• Work with Nuna QA and Engineering teams to report bugs and clearly define the steps needed to reproduce them

• Educate and enroll patients into Nuna’s app/patient programs

• Hire and train Customer Support Representatives

QUALIFICATIONS

Required Qualifications

• Problem solving mindset with a focus on understanding issues and landing on solutions 

• Experience in a startup environment

• Bachelor’s degree and minimum of 10 years experience in a customer support leadership role

• Prior experience with Enterprise software customer support, preferably Software as a Service (SaaS)

• Ability to take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution

• Experience working within HIPAA Protected Health Information (PHI) and Personally Identifiable Information (PII) regulatory compliance

• Preferred prior experience supporting customers on healthcare-related products

• Proficiency with customer relationship management (CRM) software, ticketing systems, and collaboration tools  (e.g. Zendesk, JIRA, Google Office Suite)

• Experience working cross functionally to develop long term solutions for our users

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The expected salary range for this position is $169,000 to $220,000. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, and skillset.

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