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Senior Manager, CandidPro Support

Candid

Candid

Customer Service
Remote
Posted on Friday, May 31, 2024
About Us
If you think healthcare is broken, we want you. If you think the solution is marrying old-fashioned clinical expertise and new-fashioned telehealth tech, we need you. At Candid, we’re doctors and data geeks, artists and changemakers, care specialists and tech futurists. As we grow our team, we’re looking for people who are as passionate about their craft as they are about changing lives one smile at a time.

On our team, you’ll help make oral health more affordable and accessible than ever before. We believe a life of candid self-expression is a rich life. And our clear aligner therapy helps people across the country straighten their smiles, grow their confidence, and live as their truest selves.

If you're ready to sharpen your skills, have a huge impact, and help solve healthcare, join us.

Role

We are looking for a Senior Manager - CandidPro Support to join the Candid team to lead our patient and provider Support team.

This role is a pivotal management role, overseeing the development and direction of our Support team members. We are looking for a strong culture carrier who enjoys coaching and developing their team. You will act as a liaison between cross-functional teams such as support, sales, and manufacturing, oversee systems and process, and lead change management. The Senior Manager is instrumental in ensuring the success of CandidPro Support and alignment with our organizational goals.You will report directly to our Director of Customer Support, and will partner with GTM, Product, Marketing, Manufacturing and other teams across the company


What You’ll Do
  • Monitor team performance and take necessary actions to achieve support targets and KPIs
  • Coach and mentor team members to enhance their individual performance and professional growth. Identify skill gaps and training needs, and implement development plans
  • Act as the primary point of contact and liaison between Support and other internal cross-functional teams facilitating communication, collaboration, and best practices sharing
  • Collaborate with relevant stakeholders in sales, marketing, product and manufacturing to ensure seamless coordination, knowledge exchange, and the successful achievement of departmental and organizational objectives
  • Continuously identify opportunities for process improvements and streamline workflows
  • Implement changes and optimize processes for enhanced efficiency and support excellence
  • Create a culture of change-readiness, innovation, and continuous improvement
  • Navigate and effectively utilize multiple systems, tools, and technologies relevant to Support functions. Examples of these include Google docs, Zendesk, Salesforce, WFM tools
  • Ensure that team members are proficient in using various software and technologies.
  • Stay updated on industry best practices and emerging tools to enhance support capabilities
What You’ll Need
  • Strong leadership and coaching skills 5+ years of Strong leadership and coaching experience within a Customer Success and/or Support organization
  • Healthcare, dental or medical device experience is a plus
  • Exceptional communication and interpersonal skills
  • Change management expertise
  • Strategic thinking and the ability to create and nurture strategic partnerships
  • Proficiency in systems and process management
  • Adaptability and the ability to work in a dynamic environment
  • Strong problem-solving and decision-making abilities
  • Experience with Google docs, Salesforce and Zendesk a plus

Pay & Perks

  • Competitive compensation
  • Stock option plan to give our employees a direct stake in Candid’s success
  • Unlimited PTO to give our employees a little extra R&R when they need it
  • Work from home stipend
  • Comprehensive health coverage (medical, dental, vision) and generous parental leave
  • Significant discount on our customized treatment plans and aligners
  • You will grow a lot here. You’ll be surrounded by employees with deep experience in their field, who have a strong passion for doing great work and constantly learning

Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other perks. Our range for this role is $90,000-110,000. To determine our range, we consider as many of the following data points as are available to us: external market salary survey data, experience level, skillset and balancing internal equity relative to our other employees. We include equity in our compensation packages because we believe our employees should have an option to purchase ownership in the company and benefit from what we hope will be a lot of upside growth. We expect the majority of the candidates who are offered roles at Candid to fall healthily throughout the range based on these factors.

Values

  • Care Deeply - We succeed when we care about what we do. We go the extra mile for our patients, our partners, and for each other because what we do matters, and the care we put into it matters even more.
  • Drive Results - Results matter. From closing a tooth gap to opening a new account—we set clear intentions, align around measurable goals, and take accountability for the outcomes.
  • Commit to Growth - To change the face of oral health care, we have to keep growing—as individuals, as teams, and as a company. We approach problems with a beginner’s mindset and continuously pursue improvement.
  • Embrace Candor - To create the environment we want to be a part of, we have to stay aligned—that means elevating each other and our partners through honest, respectful feedback, and fostering a culture of inquiry and debate.
  • Work as One - Together, we have the ability, experience, and intuition to serve our partners and grow our business. When we work as a team, we draw on each other’s strengths, inspire new solutions, and share in our success.

EEOC

Our patients and colleagues come from diverse backgrounds and experiences. We strive to create and maintain a diverse and inclusive environment and hire great talent that is equally diverse; not simply because it’s the right thing to do, but it makes our company, our products, and our culture that much better. If you share our values and passion, apply and see what we’re all about.

We’re proud to be an Equal Opportunity Employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Additionally, this organization participates in E-Verify.