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Director of Customer Support

About Vericred

Vericred is an early stage, venture funded healthcare data services company enabling innovation in and around health insurance and employee benefits.

Our vision is to become the Sabre of health and benefits – the data and services layer on which others build health insurance and employee benefit technology solutions. Today our health insurance data platform, which consists of health plan benefit and rate, provider-network and formulary data, is the foundation on which health technology companies build innovative solutions. 

 

Position Overview

We are seeking an individual to build our customer support function from the ground up.  Our data is mission critical to our partners.  While the number of “tickets” is low, the importance of timely and comprehensive resolution is very high.  As such, responsiveness and customer advocacy are critical to the success of the role and indeed the company. Specific responsibilities include:

  • Manage ticketing system (currently Zendesk) and inbound tickets
  • Collaborate with the data and engineering teams to resolve problems
  • Develop response time, resolution and satisfaction metrics and the relevant methods for collecting and reporting on the same
  • Build team, tools and processes as necessary for continuous improvement of support function
  • Data licensing
  • Customer onboarding

 

What We Are Looking For:

  • 5+ years in customer support with a history of increasing customer satisfaction, retention and advocacy
  • Strong written and verbal communications skills
  • Experience implementing and using systems for measuring and reporting customer satisfaction
  • Hands-on leader with strong collaboration skills
  • Experience with SQL preferred
  • Start-up or early stage company experience a plus

 

The Vericred Perspective

We love our work, but we also recognize the importance of work-life balance.  We want you to grow as we grow. We hope you are passionate about something besides healthcare data, and we hope you’ll share your passions at one of our personal interest talks. We hold regular company-wide events like bowling, happy hours, movie nights, yoga - the list goes on. We provide unlimited snacks and drinks (yes, we are foodies), and our open vacation policy encourages you to responsibly take time off when you need it.  

 

What We Offer:

  • Competitive Salary
  • Equity Participation
  • 100% company paid medical and dental
  • 401k with match
  • Unlimited Vacation Days
  • Stand-up desks

 

Why It All Matters

The development of modern applications for evaluating, enrolling in and using health insurance and employee benefits has been constrained by the lack of a centralized, structured data source.  And yet these coverages are critical to one’s physical and financial health.  Vericred’s role is to make the data easy, so that others can build features, functionality and user experiences to solve a myriad of health insurance and benefit related problems. With a mission to enable innovation through data, the team at Vericred is proud to be a fundamental part of the transformation of health and benefits.  

Insuretech is one of today’s fastest-growing sectors and our team is pouring the data foundation. Do you think you are a fit for this role? We would love to hear from you!

 

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