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TITLE

 

Customer (B2B) Support Associate/Specialist

COMPANY

 

Omada Health

LOCATION

 

San Francisco, CA, US

Description

Omada Health is on a mission to inspire and enable people everywhere to live free of chronic disease. 

The Customer (B2B) Support team collaborates with internal stakeholders and is responsible for technical configuration of Omada systems, coordinating with internal teams to provide participant activity reports, and customer service (interpreting customer questions and delivering accurate answers).  The Customer Support team works together with sales, customer success, marketing, and engineering teams to provide an on-boarding experience that exceeds expectations and exceptional customer service that is proactive for all of our clients. A successful candidate in this role will thrive as an individual contributor in a collaborative environment, be an exceptional problem solver who communicates “how” rather than “no” in difficult or ambiguous situations, and follows-through on commitments.  

Your impact: 

  • Responsible for meeting operational metrics for CSAT, response time, quality, and NPS
  • Investigate, triage, and resolve cases from external and internal stakeholders
  • Configure Omada systems for customer on-boarding
  • Create documentation so knowledge is available to all team members
  • Monitor incoming data feeds for failures and perform level 1 troubleshooting
  • Attend weekly syncs with partnering teams in order to understand process updates and resolve outstanding items
  • Manage the life cycle of reporting requests and communicate updates to Customer Success Managers (CSM) and customers
  • Serve as a point of escalation for participant related cases from customers and/or CSMs
  • Coordinate with CSMs and the Marketing team to ensure everyone is equipped with necessary information for timely enrollment campaigns
  • Create and manage secure file transfer protocol (sFTP) connections for customers, third-party aggregators, and health plans

You will love this job if you have/are: 

  • A tenacious problem solver who isn’t afraid to ask questions and doesn’t let an org. chart get in the way
  • Have a positive attitude in ambiguous or frustrating situations
  • Communicate by telling “why” rather than saying “yes” or “no” 
  • Can follow existing processes as well as build new ones
  • Love to work in a team
  • Enjoy supporting both internal and external customer stakeholders

You will be successful in this job if you have: 

  • 1-2 years of experience (Associate) or more than 2 years of experience (Specialist) in B2B and/or B2C support or a client-facing role
  • Proven ability to work iteratively cross-functionally to improve the customer experience
  • Strong working knowledge of ZenDesk, SalesForce, and/or similar CRMs

Bonus points if you have: 

  • Customer implementation and/or project management experience in a B2B environment
  • Experience working in a startup
  • A desire to help evolve a team and function
  • A background in healthcare and experience safeguarding PHI

Benefits:

  • Competitive salary
  • Stock options + extended post termination option exercise window (for Omadans who are with us 3 years or more)
  • Flexible vacation
  • Parental leave
  • Health, dental, and vision
  • Healthy snacks and meals
  • Wellness events (e.g. running club)
  • Community volunteering
  • 401k retirement savings plan

About Omada Health: We’ve pioneered digital behavioral medicine: an innovative approach to tackling the growing epidemic of type 2 diabetes, heart disease, and obesity. Our online programs combine world-class science, technology, and design to inspire and enable people everywhere to live free of chronic disease. Named one of Fast Company’s “50 Most Innovative Companies in the World,” our team includes passionate and talented individuals. Our approach has been embraced by major employers across the country, including Costco and Iron Mountain, as well as leading health plans, such as Kaiser Permanente and BlueCross Blue Shield of Louisiana.

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Omada is proud to be an equal opportunity workplace and affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.

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