Customer Support Lead

Responsibilities

• Act as a product expert during the first 6 months to model excellence and apprentice the team.
• Build and refine scalable systems, including QA programs, metric tracking, and training programs.
• Manage and grow a team of direct reports, helping them increase their scope and impact.
• Drive strategic goals to increase team impact and efficiency while representing the customer's voice.
• Meet and exceed support KPIs and SLAs, such as CSAT, first reply time, and resolution time.
• Partner with Product, Engineering, Billing, and Ops leaders to establish feedback loops.
• Manage complex ticket escalations to stay deeply connected to the customer experience.

Requirements

• 3+ years of people management experience.
• Experience in high-growth B2B SaaS, health tech, or fintech environments.
• Proven track record of delivering quantifiable business outcomes and meeting metrics.
• Experience hiring, onboarding, and coaching team members through performance and career goals.
• Strong communication skills with the ability to explain complex ideas simply.
• Ability to work in an on-site capacity in San Francisco, Denver, or New York City.

About the Company

Candid Health is building the infrastructure to simplify medical billing and healthcare operations. We tackle some of the most complex problems in the US healthcare industry by providing seamless, automated solutions for our customers.