Customer Care Manager

Customer Care Manager

Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees (when they have the right support) to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.

Let's be honesthealth insurance is usually a confusing, frustrating, and even emotional experience for people. We want to fix that with a new model, great technology, and a superior user experience. We have made a great start, but we need your help to fully realize our long-term vision.

Take Command is looking for a Manager of Customer Support to lead a team of best-in-class Customer Support Specialists that provide front-line and backend support via phone, email, live chat, and ticketing to our clients. The ideal candidate will collaborate with other members of our Support Management team to create enthusiastic referral clients, happy employees and drive the growth of Take Command.

Requirements :

• 3-5 years of experience in a customer support management role, including 3+ years managing in a SaaS environment, and / or startup (i.e. working in a fast paced environment)
• Familiarity and working experience with chat, phone, SMS, and ticketing systems (e.g. HubSpot, Salesforce, Intercom, Zoom Contact Center, Amazon connect, etc.), including building out workflows
• Familiarity and experience working in a CRM (eg HubSpot, Salesforce, etc)
• Strength in data-driven communication and decision-making
• Ability to handle escalations and high pressure situations (especially customer conversations) decisively, calmly and thoughtfully (i.e. supporting team as an escalation point)
• Experience aligning metrics cross-functionally and telling compelling data stories
• Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes
• Highly organized and detail-oriented with a natural inclination for planning strategy and tactics
• Strong communications and interpersonal skills (written and verbal) with the ability to articulate messages to a variety of stakeholders and audiences
• Capacity to analyze support metrics, trends, and data to identify areas for improvement and implement effective strategies

Responsibilities :

Compensation : $80,000 - $90,000 with potential 10% bonus

Working at Take Command

We're excited to build a team and culture that reflects our values! We offer competitive pay and health benefits to share with this position.

More About Us

We secured our Series B funding in 2023 and are thrilled to be able to expand our team. Despite being a small startup in a land of health insurance giants, we're the recognized industry leader for what we do (health insurance reimbursements) and passionate about bringing it to market because we know we can help fix a broken system and improve our clients' wellbeing and health outcomes.

We've been featured in The New York Times, The Wall Street Journal, The Dallas Morning News, and other national healthcare publications and are excited about our growth opportunities.

Take Command knows diversity and inclusion among our teammates is integral to our company's success and growth. Our vision is to recruit, develop, and retain the best team from a diverse candidate pool.