It is an exciting time to be on the Customer Support Team at NexHealth. Our patient experience platform has a strong need by doctors and has a compelling sell. The NexHealth team is growing onsite out of our headquarters in Draper, Utah and are focused on acquiring market share quickly and joining the team now would put you at the forefront of a lot of growth to come in the next few months and years.

You would be a part of a high-performing team that is highly driven by our mission to accelerate health-tech innovation. The Customer Support team is the front line for issues and questions from our customers. In this role you would lead our Customer Support Representative team focused on providing a great support experience for our customers. We are looking for a leader that knows how to identify, hire and lead an empathetic support team with a high bar for quality.

What You'll Do:

• Build, lead, and retain a world-class customer support team
• Develop systems and processes to ensure we resolve issues within our SLAs without compromising on quality
• Provide actionable and ongoing career development for the Customer Support Representatives
• Understand our customers' needs and work closely with the rest of NexHealth to ensure alignment of priorities to improve the customer experience
• Be a culture ambassador within the organization to inspire the team to do what's right for our customers

Who you Are:

• An absolute owner - owning the output and fill in the gap wherever is needed
• A collaborator - the customer's success is the team's success and your success
• An empathetic problem solver - the ability to break down complex and ambiguous problems
• A first principles thinker - be able to answer the "why" before any decision
• Insatiably curious - be able to dig deep and learn
• Customer experience steward - won't rest until customer issues are resolved in a high quality manner
• Effective and efficient communicator - our customers are busy and want their issues understood quickly

What You'll Bring:

• 3 to 5+ years professional experience managing a high performing support team ideally in a fast paced startup environment
• An empathic approach to customer support with a drive to deliver the best possible support experience to our customers.
• Experience in handling customer issues at volume with large amounts of ambiguity
• Demonstrated background in building support organizations that solve for the needs of their customers as the top priority
• BA/BS degree

NexHealth Values

• Solve the customer's problems, not yours
  When making decisions, think from the perspective of the customer. It's easy to make decisions that make our lives simpler, but not the customers.
• Do the things others are not willing to do
  As a Nexer, always go after the hardest problems. Pursue things at the highest quality. Move at the fastest pace.
• Take ownership
  Act like a founder. Own your roles, destinies, mistakes, behavior, and our mission. The buck stops with each of us - no blaming or excuses.
• Say what's on your mind, with positive intent
  Be direct, proactive, transparent, and frequent in your communication.
• Default trust
  As a Nexer, you do not have to earn trust, trust is given to you by default. If we by default trust each other, our speed of communication, feedback, information sharing, and overall improvements will be a lot faster.
• Think in first principles
  We first identify the problem and then break it down to its fundamentals before diving into solutions. We constantly ask "why" to validate our assumptions.

Benefits

• Competitive salary plus equity
• Commuter benefits
• 401K
• Full Medical, Dental and Vision
• Unlimited PTO

Tech Stack

• Salesforce, Five9, Slack, G-Suite

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at talent@nexhealth.com.