Customer Experience

The role

You will deliver support to customers regarding billing, claims processing, product functionality, and bugs. You will also work cross-functionally to improve internal processes and create documentation for the CX team.

What you will do

• Provide high quality support that meets designated SLAs.
• Work cross functionally with Product, Engineering, Operations, and Billing teams.
• Drive CX team internal efficiency by creating SOPs, macros, and Support Center articles.
• Identify improvement areas within CX team internal operations and cross-functional collaboration.
• Identify opportunities to improve support quality and work with the team to implement them.
• Provide detailed notes for technical ticket escalations to product and engineering teams.
• Creatively troubleshoot customer issues by investigating and working with cross-functional teams.

Required qualifications

• 1-4 years of experience within customer experience, support, operations, or related roles.
• Able to frequently interact with product and engineering teams.
• Excellent written communication skills.
• Able to quickly prioritize new tasks against competing tasks.
• Able to creatively troubleshoot customer issues.
• Operate with professionalism, respect, and empathy.
• Proactive with a bias towards action.
• Thorough attention to detail regarding data security.

Nice to have

• Familiarity with insurance claims processing
• Comfortability troubleshooting technical issues such as API and platform integrations

Benefits

• Employee benefits
• Potential upside from equity

About the company

Candid Health is building a platform to make medical billing easy so healthcare providers can get paid.