Overview:

K Health is a venture-backed, fast-growing start-up with a mission to improve health access to the underserved and unsatisfied. Named to the 2020 CNBC Disruptor 50 list, K Health’s approach is unique in that it combines the knowledge of thousands of doctors, mathematicians, data scientists, and engineers to create a consumer-obsessed product loved by over 4 million users. Join K Health in helping people across the world become healthier through hesitation-free, quality healthcare that works.

K Health is seeking Senior Manager of Customer Experience to scale our customer service operation. This individual is not just a key member of our care team, this role serves to build and scale our support operation to deliver world-class experiences in an industry that typically lacks end-to-end user support.

In this role, no task is too big or too small. Everything from taking time to respond to user inquiries to overhauling the foundation of our systems, processes and protocols is on the table. It will be imperative for this individual to understand our users, advocate on their behalf and truly learn how we can provide better healthcare to more people. The immediate goals include scaling our team, standardizing processes and expanding our capacity to support diversified channels for communication.

The ideal candidate is an innate problem solver, people-focused manager and serves as a cross-departmental liaison, namely amongst our Product, Marketing and Clinical teams. This person thrives in complex and fast-paced environments and can effortlessly pivot from strategy to execution to people management & development.

Core responsibilities:

  • Develop protocols, processes, systems and tools to deliver best-in-class customer experience as we scale our business
  • Ensure all user requests are handled in a timely manner with thoughtful, thorough responses
  • Identify trends in our user feedback and generate ideas on how we act on them
  • Consistently keep in lock-step with our Product & Marketing teams to understand new product offerings, communication strategies and the like while providing feedback based on what we know users are looking for
  • Partner with Medical team to ensure there are clear paths of escalation to/from support team as needed
  • Think critically on our current operation and redesign as needed to scale, namely to increase our live phone capacity
  • Perform user outreach exercises where appropriate to solicit feedback
  • Embody our core values and add to our culture

Qualifications:

  • 5+ years in scaling and managing an operation
  • Proven customer-centric leadership
  • Strong written and verbal communication, ability to influence
  • Detail oriented & data-driven
  • Consistently deliver unparalleled service, never satisfied with the status quo
  • Resourceful, natural ability to problem solve
  • Creative thinker with strong business acuity

At K Health, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. K Health is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

Some of our Key Benefits:

  • Free K Health membership: Enjoy the same 24/7 access to doctors our customers get

  • 401(k) program: Plan for your future with retirement savings options

  • Medical, dental, & vision coverage: We offer top notch coverage because your health is our #1 priority

  • Support for emotional health: Access to a confidential support service to assist a variety of everyday issues

  • Weekly team lunches: Once a week we get together for a team lunch, on K!

  • Gym reimbursements: Get rewarded for exercising through our insurance provider

  • Student loan assistance: Refinance with our partners and receive additional savings

  • Pet insurance discounts: Your furry family’s health is also a priority!

  • Pre-tax commuter & flexible spending accounts: Save money on your commute—whether by car, train, bus, or bike

  • Additional perks and savings: We provide hundreds of employer sponsored discounts!

  • A front seat to change the world through better healthcare

Seniority Level: Senior Management