Job Description
Today, 60 million Americans work independently, and that trend is only accelerating. But benefits are tightly coupled with full-time, W2-based jobs. As a result, the millions of Americans who work independently are excluded from that financial safety net.
Stride is the world’s first benefits platform built specifically for contractors, part-timers, and the self-employed. We provide them all the same benefits you’d expect from a W2 job, like insurance, tax support, and discounts on products and services. In fact, since launching in 2014, Stride has helped over 3.5 million Americans save over $4 billion on their benefits and taxes.
We’re partnered with the top employers of non-benefited workers, including DoorDash, Uber, Postmates, MasterCard, Amazon, Aon, and Willis Towers Watson. We’re backed with over $86 million in capital by Venrock, New Enterprise Associates, Fidelity’s F-Prime Capital Partners, King River Capital, Mastercard, and Allstate.
And we’re growing! While we started off exclusively serving non-benefited workers, other companies in our space started knocking on our door to tailor our platform for their customers. Now we need outstanding people (like you!) to help us reach our mission and improve access to affordable benefits for all.
Cash compensation range: $178,000-$220,000 USD annually + equity
As our product breadth and customer reach both expand, so too does the complexity of our customer (or “Members” as we call them) support. For that reason, we’re seeing a Director of Customer Support to develop the team, implement and mature our support flows, tools and processes, integrate more deeply with cross-functional teams, and be a critical strategic thought partner to the rest of our business. We are looking for a builder who has a depth of support knowledge they can leverage to uplevel our support infrastructure and processes, and setup Stride for future growth and scale.
We are a growing yet still small team (~100 employees) and believe in how small teams work - iterating and learning quickly. We believe you do your best work when you’re working with a team you enjoy, leveraging your skills and experience to drive value, and focusing on new challenges that require new learning every day. Since we’re small, we can guarantee you’ll be doing a little bit of everything here. You love to bring creativity to your work to find top talent, love teaching others and helping your team succeed, and find satisfaction in building a strong, scalable support organization.
Further below is an example timeline of your first year at Stride.
We’re looking for somebody who is:Customer Passion - We want to see that passion in you for serving our members, understanding our support processes, how data is tracked, and how we leverage tools to drive support. We value people who love what they do, and take pride in their work.
Intellectually Curious - our ideal candidate has a strong desire and willingness to learn new things and dig deeper than the surface. They’re unafraid to roll up their sleeves and “get messy” in the details in service of the larger goals of the organization.
Process and Detail-Oriented - we are looking for a leader that is extremely strong on building great structure & processes that endure with scale, a leader that prioritizes well-documented support processes, FAQs, and resources, and iImplements systems to evolve those processes/FAQs when stale or not working.
Meet your new teammates, learn what they do and what makes Stride a special place to work
Learn about our core values, mission, vision, and company goals
Meet the executive team and leaders across the organization, and being building strong relationships with them
Understand current support goals and priorities, KPIs, and roadmaps for the support team
Dive into our support tools, process flows and data, taking stock of current practices and infrastructure
Deep dive into our product set that our team supports - Health, Dental, Vision, Life and other adjacent products, including the underlying support needs of each
Meet all our support / tooling vendors for onboarding, deep dives and review
Drive the development of Customer Support’s next set of leadership goals and objectives
Have become a fully licensed agent to support our health enrollment processes
Own our support processes from start to finish, driving consistency across the team
Develop, enhance and implement new support flows, tools and systems for key challenges facing the business
Partner closely with Product, Marketing, Sales and leadership to help drive our understanding of the customer experience and fully leverage our support data and insights to guide the business
Facilitate and educate leadership on our customer support performance
Establish a clean set of KPIs that measure the success of customer support efforts and practices
Comprehensively review and own all support practices, modify or implement new support processes, and iterate on them to become operationally efficient and effective
Own the customer experience from the moment a customer reaches out to support through to resolution, and all touch points and experiences in between.
Take a deep dive into our support technology stack and recommend ways in which to overhaul and improve the support experience from a strategic standpoint
Implement new support tools and processes to drive further efficiency and optimization, creating a word-class support function
Develop a forward looking vision for the team, including adding resources where needed, identifying the shape of team growth based on forecasted complexity, and key challenges to solve in the future
Have contributed meaningfully towards getting the company ready for its next busy season, and become an instrumental cross-functional partner to the rest of the organization
Feel excited to develop a growth plan for your next 6-12 months at Stride, and looking forward to growing your capabilities and furthering your career!
We’re excited that you’re looking to Stride for your next employment opportunity. We take that decision seriously and want to provide you with an opportunity where you can grow meaningfully in your career. We support a flexible work structure and are a fully remote company. We look forward to hearing from you!
#LI-RR
Helpful Information:
This resource will help explain Stride’s Compensation Philosophy and compensation practices, and will answer some common questions you might have.
Stride’s Compensation Philosophy utilizes a National Payscale, which is designed to fairly and equitably pay employees based on their performance and impact regardless of geographic location. For employees in the United States, our National Payscale leverages San Francisco Bay Area market data to determine our compensation bands for cash, commissions, or bonus (if applicable) and equity.
Unless otherwise noted, the cash compensation above is the total salary and does not include a bonus. In addition to cash compensation, all full-time Striders will be given stock options to participate in Stride’s equity incentive program. We want all Striders to be an owner of the company, value that ownership, and be able to participate in any future positive outcomes for the company.
Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications, and other job-related reasons. Our compensation ranges are designed to be competitive, equitable, and growth-oriented.
We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks Stride offers to all US-based employees.
At Stride, we believe in compensating Striders in ways that are true to their value in the marketplace, that inspire and motivate the team to execute our vision, that shape behavior toward productively building and sustaining Stride's culture, and that support the risks and rewards of a fast-growing technology company.
We know the confidence gap and imposter syndrome are a real thing. This can get in the way of meeting incredible candidates, so please don’t hesitate to apply — we’d love to hear from you!
If you are interested in learning more about us, you can check us out on- Built In, The Muse, Stride in the News, and Additional Press.
Stride is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Date Posted
06/10/2023
Views
7