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Senior Manager, Customer Support Operations

2 months ago

Columbus, Ohio, United States Candid Full time

About Candid

If you believe in transforming healthcare, we want to hear from you. At Candid, we combine traditional clinical expertise with innovative telehealth technology. Our team consists of healthcare professionals, data analysts, creative thinkers, and technology enthusiasts who are dedicated to making a difference in people's lives.

Our mission is to make oral health care more affordable and accessible. We believe that everyone deserves the opportunity for self-expression, and our clear aligner therapy empowers individuals to enhance their smiles and confidence.

Role Overview

We are seeking a Senior Manager for CandidPro Support to lead our patient and provider support team. This crucial management position involves guiding the development and strategic direction of our support personnel. We are looking for a strong cultural advocate who enjoys mentoring and fostering team growth. You will serve as a key link between various departments, including support, sales, and manufacturing, while overseeing systems and processes and driving change management initiatives. The Senior Manager plays a vital role in ensuring the success of CandidPro Support and aligning with our organizational objectives.

Key Responsibilities

  • Monitor team performance and implement necessary actions to meet support targets and KPIs.
  • Coach and mentor team members to enhance their individual performance and professional development. Identify skill gaps and training needs, and execute development plans.
  • Act as the primary liaison between Support and other internal teams, facilitating communication, collaboration, and sharing of best practices.
  • Collaborate with stakeholders in sales, marketing, product, and manufacturing to ensure seamless coordination and successful achievement of departmental and organizational goals.
  • Continuously identify opportunities for process enhancements and streamline workflows.
  • Implement changes and optimize processes for improved efficiency and support excellence.
  • Create a culture of readiness for change, innovation, and continuous improvement.
  • Effectively utilize various systems, tools, and technologies relevant to Support functions, including Google Docs, Zendesk, Salesforce, and WFM tools.
  • Ensure team members are proficient in using various software and technologies.
  • Stay informed about industry best practices and emerging tools to enhance support capabilities.

Qualifications

  • 5+ years of strong leadership and coaching experience within a Customer Success and/or Support organization.
  • Experience in healthcare, dental, or medical device sectors is advantageous.
  • Exceptional communication and interpersonal skills.
  • Expertise in change management.
  • Strategic thinking with the ability to foster and maintain strategic partnerships.
  • Proficiency in systems and process management.
  • Adaptability to thrive in a dynamic environment.
  • Strong problem-solving and decision-making skills.
  • Familiarity with Google Docs, Salesforce, and Zendesk is a plus.

Compensation and Benefits

  • Competitive salary.
  • Stock option plan to give employees a stake in Candid's success.
  • Unlimited PTO for well-deserved rest and relaxation.
  • Work-from-home stipend.
  • Comprehensive health coverage (medical, dental, vision) and generous parental leave.
  • Significant discounts on customized treatment plans and aligners.
  • Opportunities for professional growth and development within a passionate team.

Our Values

  • Care Deeply: We succeed when we genuinely care about our work and each other.
  • Drive Results: We set clear goals and take accountability for our outcomes.
  • Commit to Growth: We continuously pursue improvement as individuals and as a company.
  • Embrace Candor: We foster a culture of honest feedback and open dialogue.
  • Work as One: Together, we leverage our strengths to serve our partners and achieve success.

Diversity and Inclusion

We are committed to creating a diverse and inclusive environment. We welcome applicants from all backgrounds and experiences, as we believe that diversity enriches our company, products, and culture.