Director of Client Support and Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee Helm's client support operations while leading and expanding a team dedicated to payer and TPA relationships.

• Provide an exceptional client support experience that sets industry standards.

• Define and take ownership of SLA commitments for all clients.

• Collaborate daily with client users, particularly with member and provider service teams.

• Cultivate relationships with client operations and IT leaders to establish a highly effective support model.

• Collaborate with Client Delivery to enhance post-launch experiences for clients and their members.

• Create a scalable support system and ensure consistency across internal stakeholders.

• Initiate proactive and clear communication with clients.

• Address stale or blocked issues internally with the necessary urgency.

• Configure plans and facilitate the onboarding of employer groups as they integrate members into the platform.

• Develop a standardized employer onboarding process in conjunction with Product and Engineering.

• Collect client information and feedback regarding products.

• Offer evidence-based recommendations for product development and feature prioritization.

• Raise unresolved issues, advocate for timelines, and represent client interests.

⛳️ Requirements

• 6–9+ years of experience in client support, client delivery, or operations roles within the healthcare technology or enterprise SaaS sectors.

• Proven experience in establishing or managing a support team.

• Strong knowledge of technology tools and vendors that facilitate client engagement and support experiences.

• Preference for direct experience in healthcare or healthtech environments.

• Familiarity with payer systems, including claims administration platforms.

• Understanding of healthcare data exchanges, such as 837 EDI.

• Experience in fast-paced start-up environments is highly desirable.

• Ideal candidates will have experience in designing and developing an enterprise support or consumer support function from the ground up.

• Direct experience with health insurance payers or third-party administrators is preferred.

🏝️ Benefits

• Bonus + equity

• Unlimited PTO (minimum 12 days required)

• Computer and home office stipend

• 401(k) with matching contributions

• Medical, dental, and vision insurance

• Autonomy and opportunities for career advancement

• Quarterly company meetups