Curai Health - Manager - Customer Support Operations

Customer Support Operations - Manager

Our mission at Curai is to make high-quality healthcare accessible to all. We are fulfilling this audacious mission by building a scalable virtual-first primary care service that provides patients with high-quality care anytime, anywhere, from any device, at a very affordable price, by blending high-touch clinical care and artificial intelligence.

Our company is remote-first and we consider candidates across India.

Manager of Support Operations :

- Our Operations team is looking for a Manager to lead our Support Team based in India.

- The Support Team is the first point of contact for Customers and Providers.

- They deliver first-class front-line support, and manage & analyze customer feedback to drive service improvements.

- The Support Manager's main responsibility will help design and scale our Support Function while delivering high-quality support to our external customer and internal teams.

Who You Are :

None of these individually are hard requirements, but they do describe the type of folks that we think would be most effective and happy at Curai. You :

- Have a strong orientation to Curai's mission to make high-quality healthcare accessible to all

- Have worked remotely before, or have a strong feeling that you'd work well with a 100% remote team, spread across multiple time zones (mostly US, but also Europe, and Asia)

- Love tackling complex problems that span multiple systems

- Are excited to try things out to validate new features, and move on if they no longer solve a problem

- Are able to work effectively with others. You will be working closely with other engineers, designers, product managers, and data scientists to build product features and high-quality products

- Have demonstrated feature development ownership; you can lead by example and enjoy mentoring and inspiring other engineers

- Value breadth of knowledge as much as specialization

- Have informed opinions that you hold lightly

- Are excited about getting on the speeding train that is a growing startup

- Enjoy thinking through trade-offs, with both mindfulness of near-term needs and Curai's long-term strategy

- Embrace writing concise documentation so that onboarding new team members is simple and we reduce siloed domain expertise by individuals

What You'll Do :

A day in the life as a Curai Operations Manager is spent doing things like :

- Manage the day-to-day operation of the support team, which includes

- Develop processes and policies that govern the working of the support team

- Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem

- Creating staffing schedules for the support team

- Identifying and assessing customers' needs to achieve satisfaction

- Working with other Curai functions to implement new product features and services

- Providing accurate, valid, and complete information by using the right methods/tools

- Handling complaints, providing appropriate solutions and alternatives within the time limits, and following up to ensure the resolution

- Following communication procedures, guidelines, and policies

- Going the extra mile to engage customers and help resolve their issues

What You'll Need : We recognize not everyone will have all of these requirements. If you meet most of the criteria below and you're excited about the opportunity and willing to learn, we'd love to hear from you.

You should have :

- Minimum 8 years of overall work experience

- 3 years of experience in managing a customer support function

- Top-notch oral, written, and interpersonal abilities.

- Prior experience working via telephone support for US Customers

- Prior experience designing telephone systems to handle voice support

- Willing to work US pacific day time hours (India night time hours)

- Ability to manage by metrics, well versed at producing performance reports

- Strong grasp of Support Ticket management tools like Zendesk, FreshDesk , FRONT etc.

- Strong active listening skills

- Customer orientation and ability to adapt/respond to different types of customers

- Excellent communication and presentation skills

- Ability to multitask, prioritize, and manage time effectively

- Willingness to take initiative to identify problems and work on solutions

- Your own laptop and fast internet connection capable of video conferencing

What We Offer :

Culture : Mission driven talent with great colleagues committed to embodying our values, collaborating closely, and driving performance

Pay : Competitive compensation and stock

Curai Health is a startup with a small, but world-class team from high tech companies, AI researchers, practicing physicians, to team members from non-traditional career paths and backgrounds. We also have research partnerships with leading universities across the country and access to medical data that facilitates research in this space. We are a highly collaborative, data-driven team, focused on delivering our mission with funding from top-tier Silicon Valley investors including Morningside, General Catalyst, and Khosla Ventures.

At Curai Health, we are highly committed to building a diverse and inclusive environment. In keeping with our beliefs and values, no employee or applicant will face discrimination or harassment based on race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability status, or veteran status. To promote an equitable and bias-free workplace, we set competitive compensation packages for each position and do not negotiate on our offers. We are looking for teammates that are mission-driven, embody our core values, and appreciate our transparent approach.