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Director of Customer Support (Healthcare)

June 22, 2024

At Janus, we believe in a world where healthcare functions efficiently. Join us on our mission to improve the lives of administrative workers and fundamentally change the way work is done. Our team is building a world-class process improvement platform to help healthcare providers generate more cash with fewer resources.

Summary 

The Director, Customer Support is responsible for leading and managing the day-to-day operations of the customer support team, ensuring the delivery of an exceptional support experience for our platform customers. You will be a key member of the customer support leadership team, focused on driving continuous improvement, operational efficiency, and team development. This role requires a deep understanding of SaaS customer support best practices, strong leadership and project management skills, a passion for enhancing the customer experience, and previous experience leading a customer support desk/center. 

Responsibilities 

  • Oversee and manage the customer support team, including hiring, training, coaching, and performance management
  • Direct and lead operations related to our Zendesk support desk, including policies around ticket triage, monitoring and managing a Network Operations Center (NOC), and leading important issue response
  • Develop and implement support strategies, policies, and procedures to optimize the customer experience
  • Analyze customer support data and metrics (e.g., CSAT, NPS, response times, FCR) to identify areas for improvement
  • Work closely with Delivery, Engineering, and Product teams to ensure optimal communication, collaboration and outcomes
  • Lead continuous improvement initiatives to enhance support quality, efficiency, and scalability
  • Implement and oversee support tools and technologies to drive productivity and self-service
  • Collaborate with the customer success, product, and engineering teams to address customer needs and feedback
  • Identify and implement innovative support strategies and techniques to enhance the customer experience
  • Foster a customer-centric culture and advocate for the customer’s needs within the organization
  • Stay up-to-date on industry trends and best practices in customer support for SaaS businesses 

Please note that this job description is not intended to be an exhaustive list of all responsibilities, expected outcomes or qualifications associated with the role. Janus reserves the right to make changes and/or assign additional responsibilities of a role within reason at any time with or without notice.

Qualifications   

  • Bachelor’s degree in Business Administration or related field or equivalent work experience 
  • A combination of 5+ years of Healthcare Leadership, Service Desk Administration, and Revenue Cycle experience in a customer success, consulting, or account management role preferred 
  • 5+ years of project management experience  
  • Experience leading a customer focused support desk
  • Self-motivated, persuasive, and proactive team player with innovative ideas to inspire team members and customers  
  • Demonstrated success developing customer strategy and driving results  
  • Comfort leading cross-functional teams and creating and delivering executive level presentations  
  • Excellent communication and interpersonal skills. Proven experience building strong internal and external relationships  
  • Strong analytical and problem-solving skills; does not make excuses  
  • Comfort in ambiguity while remaining focused on Janus’ mission and values  
  • Has fun, celebrates success, and contributes to a positive culture  
  • Experience working at health system or healthcare technology company preferred  
  • Experience working at a software as a service (SaaS) company preferred  
  • Experience working in a high growth environment preferred 

Travel Requirements 

This role does require domestic travel.  These travel expectations will be communicated by the department manager or executive. Janus is committed to providing as much flexibility and advanced notice as possible related to scheduling travel. 

Physical Demands 

This job operated in a professional remote or in-office environment. This job uses standard office equipment. This job is largely a sedentary role; however, the employee has the flexibility to move as needed. Constantly operates a computer, phone, keyboard, mouse, and other office equipment. The employee frequently communicates with internal and/or external people. Must be able to exchange accurate information in a timely manner. Must be able to recognize objects from short and long distances. 

We know that potential candidates are often less likely to apply to a position if they don’t match 100% of the job qualifications.  Don’t let that be why you miss out on this opportunity!  We encourage you to apply if you can demonstrate many of these skills and competencies. 

 

Care for the Whole Person

At Janus, our commitment is to provide each employee with what they need to be successful.  Our benefits package has been designed in a thoughtful way that allows our employees to be happy, healthy and whole.  Here are a few things we offer:

  • We contribute 100% of base plan (HDHP) medical premiums for employees and 50% of premiums for family members. There are other options available as well.
  • We contribute 75% of premiums for dental and vision insurance for employee-only plans.
  • We have an employee assistance program that allows you the chance to work through any issues that may arise with the appropriate professional.
  • We have a 401k plan with minimal portfolio fees, traditional and roth options, as well as rollovers and loan capabilities.
  • We offer stock options to share in the value we create and in the ownership of Janus, so let’s make it something that we are proud of.
  • We offer unlimited PTO because we want our employees to take the time they need to rejuvenate and relax. At minimum, encourage all employees to take at least 15 fully unplugged days off each year.
  • We encourage sacred moments that are free from distractions and allow you to create a connection with someone or something that is meaningful to you.
  • We provide a monthly allowance to cover the cost related to working in a remote environment like upgraded internet or to offset your cell phone bill.
  • We offer parental leave because bonding with your newest addition is so important!  
  • We have caregiving leave for our employees that are the primary caregiver for a loved one and needs time to care for that person.
  • We want you to look for personal enrichment opportunities and will give you up to $500 per year to invest in yourself.  We want you to be the best version of you and take time to do things you enjoy!
  • We encourage on-going training, additional certifications and professional development related to your role and will review all requests for additional growth (including travel).
  • We have committees focused on organizational initiatives to increase employee happiness and the recruitment and retention of a broad, inclusive workforce that represents a diverse range of interests, abilities, talents, and cultures.  You are welcome to join!

We have a benefits summary for you to review and will send more comprehensive information with your offer letter.  If you want to review it sooner, just let us know!

 

Equal Opportunity Statement

Janus is an equal opportunity employer. We hire great people from a wide variety of backgrounds and appreciate our differences. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs. 

We consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

Further, consistent with applicable federal and state law, Janus provides reasonable accommodations when requested by qualified applicants or employees with disabilities, unless doing so would cause an undue hardship. Janus’ policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If you require reasonable accommodation, please contact the People team.  

 

E-Verify

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.   

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