Customer Support

About the role

You will own the end-to-end resolution of Level 1 customer support inquiries, acting as the primary human interface between Candid Health's platform and its healthcare provider customers. In this 1 year old role, you will report directly into the Customer Support Lead and serve as the voice of the customer, capturing feedback and pain points to inform product and operational decisions. You are responsible for ensuring that support interactions meet designated service levels while maintaining a high standard of professionalism and empathy. As an early member of the team, you will help shape the ground floor operations of a developing department at a fast-growing company. You will collaborate closely with cross-functional partners to close the loop between customer issues and technical or billing solutions. Your work will directly influence how Candid Health is perceived by its users and will impact the company's ability to deliver a seamless billing and claims experience. You will balance independent problem solving with structured collaboration to drive both customer satisfaction and internal process maturity.

Key facts

What you'll do

Provide high quality support that meets designated SLAs on Level 1 (L1) support inquiries from Candid's customers, covering billing, claims processing, product functionality, bugs, and feature feedback.

Work cross functionally with Product, Engineering, Operations, and Billing teams to ensure tickets are answered quickly and accurately while strengthening internal processes and knowledge sharing.

Drive the Support team's internal efficiency by creating Standard Operating Procedures for Support workflows, such as diagnosing bugs or claim submission issues.

Build and maintain macros, including automated responses to common questions, to scale support capacity without sacrificing quality.

Author and curate Candid Support Center articles that empower customers to self-serve and reduce repetitive ticket volume.

Proactively identify improvement areas within Support team internal operations, such as defining processes to standardize common workflows and reduce resolution time.

Proactively identify opportunities to improve the Support team's support quality and work with the team to prioritize and implement changes effectively.

Communicate detailed notes for technical ticket escalations to product and engineering teams to ensure clarity and speed in resolution.

Quickly prioritize new tasks against a high volume of competing requests while maintaining accuracy and adherence to compliance considerations.

Apply effort efficiently to maximize impact for customers, focusing on high-value activities that move the needle on satisfaction and retention.

Creatively troubleshoot customer issues where there is no precedent or existing SOP, leveraging investigation and collaboration with cross-functional teams.

Operate with utmost professionalism, respect, and empathy for every customer, delivering a great experience even in complex or sensitive situations.

Communicate and collaborate effectively with colleagues to ensure global prioritization of effort and alignment on support objectives.

Maintain thorough attention to detail, especially where data security and sensitive health information are concerned.

Ask questions and seek help when needed to resolve issues, and commit to improving team operations and documentation based on learnings.

Requirements

You bring 1-4 years of experience within healthtech support, demonstrating a clear understanding of the support lifecycle in a SaaS environment.

While you will not be processing claims directly, having familiarity with insurance claims processing is considered a bonus for this role.

You are comfortable troubleshooting technical issues such as API and platform integrations, showing curiosity when systems behave unexpectedly.

You frequently interact with product and engineering teams, providing detailed notes for technical ticket escalations and ensuring alignment.

You possess excellent written communication skills, adapting tone and content for both customers and internal coworkers.

You can quickly prioritize new tasks against a potentially large backlog of competing priorities without losing focus on quality.

You ensure that you are applying effort efficiently to have the greatest possible impact for our customers and the business.

You creatively troubleshoot customer issues where there may be no precedent or SOP, including by investigating and coordinating with cross-functional partners.

You operate with professionalism, respect, and empathy, demonstrating passion for giving customers a great experience with Candid Health.

Nice to have

Previous experience working in a support role within a regulated industry such as healthcare or finance.

Exposure to support tools like Zendesk, Intercom, or similar ticketing platforms.

Basic understanding of healthcare revenue cycle concepts, such as claims adjudication and payer rules.

Experience writing clear, concise support documentation and internal playbooks.

Familiarity with data privacy and security best practices, especially around protected health information.

Practical notes

This role follows a hybrid schedule with 4 days in-office, 1 day remote per week, based on your location in San Francisco (Financial District), Denver (Downtown), or New York (Chelsea).