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LeadFull-timeAI
Salary Range
$76,500 - $103,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support Lead to serve as the front line of support for customers navigating prior authorization and benefit verification workflows. This hands-on, high-ownership role is ideal for someone who thrives in ambiguity and loves solving hard operational problems.
Key Responsibilities
- βOwn day-to-day customer support across benefit verification and prior authorization, serving as the primary point of contact for escalations and complex questions.
- βTroubleshoot and resolve simple to moderate payer/PBM workflow issues, guiding customers effectively.
- βBuild early support foundations: document workflows, create internal playbooks, and establish repeatable processes as volume grows.
- βPartner closely with product and engineering to surface patterns in customer pain and help prioritize fixes.
- βManage customer communications across email, online meetings, and Slack with clarity, professionalism, and empathy.
- βHelp create training materials and resources for both customers and internal teams to scale knowledge and reduce repetitive support work.
Requirements
- β2+ years of customer support experience in a startup environment, ideally in healthcare or health tech.
- βCustomer-facing experience in support, account management, operations, or similar roles, with a track record of handling complex customer needs.
- βExceptional communication skills, including the ability to explain complex healthcare concepts in a simple, confident way.
- βA problem-solving mindset: you enjoy investigating root causes, spotting patterns, and improving systems.
- βComfort working in a fast-moving, ambiguous environment where processes are still being built.
- βStrong organizational skills and attention to detail, especially when managing multiple issues simultaneously.
Benefits
- β Competitive salary + meaningful equity in a company growing 10Γ year-over-year.
- β Health, dental, and vision coverage; flexible PTO.
- β High-end workstation & tooling budget.
- β The chance to improve the lives of hundreds of thousands of patients every month by making access to medication dramatically faster and easier.
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