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Success & Support Team Leader

Spruce Health

New York City, NY, US / San Francisco, CA, US / Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Enterprise
  • Post Date: 04/29/2021
  • Website: sprucehealth.com
  • Company Address: 116 New Montgomery Street, San Francisco, CA, 94105

About Spruce Health

Spruce is the leading platform for communication and care outside of the exam room.

Job Description

We are looking for the next leader of our talented Customer Support and Success team. The role involves everything from onboarding practices post-close, to helping with support, to thinking systematically and coming up with programs and approaches that help us scale practice success & support. The team wakes up every day thinking about customer activation, satisfaction, and retention. As part of this team, you will be a player and coach. You are not overly invested in simply being a manager (although weekly 1:1s and similar best practices are expected), and you love to get in the weeds with the details. You will be the ‘face’ of Spruce for customers and embody our company-wide commitment to exceptional customer experience throughout the entire customer lifecycle.

Expectations

  • Quickly learn the ins and out of how our small (but mighty!) support and success team handles thousands of inbound requests from our customers weekly by utilizing a range of internal tools (in-app chat with customers, internal admin panel) and third-party tools (e.g. help desk).
  • Lead weekly meetings dedicated to designing, tracking, and executing team projects dedicated to scaling our team as we onboard more clinics across America.
  • Manage day-to-day operational processes (porting of phone numbers from other carriers to Spruce) and collaborating with other teams to escalate issues where necessary.
  • Lead cross-functional growth oriented projects for a specific segment of customers (Primary Care, Mental Health, Specialists).

About You

  • 5+ years experience in customer success or customer support (extra credit if that experience is in healthcare or a health-related field)
  • Experience managing a team
  • Growth-oriented mindset that thrives in a fast-moving company and is open to learning new things and iterating rapidly
  • Experience in customer success for a SaaS or highly technical product
  • Exceptional communication skills, both written and verbal. You can clearly and thoughtfully explain new concepts to different audiences
  • Passion for helping others and a high degree of empathy for our customers
  • Motivated self-starter with strong problem-solving skills to navigate complex problems
  • Organized and detail-oriented

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