Nuna Inc. · 2 days ago

Director, Customer Support

United States

Full-time

Remote

Director/Executive

$169K/yr - $220K/yr

10+ years exp

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Comp. & Benefits

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Responsibilities

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer support leadershipEnterprise software supportHIPAA complianceSaaSCRM softwareTicketing systemsCollaboration toolsHealthcare products supportStartup experienceCross-functional collaboration

Required

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

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