Sr. Customer Support Manager

Company: Take Command

Position: Sr. Customer Support Manager

Location: Dallas or Austin, TX

Salary Range: $80,000-$100,000

About Take Command:

Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.

You will join our Success Team at a really exciting time! Take Command is growing rapidly, and we want to scale intelligently while bringing a new health insurance model to market. This is an opportunity to play a major role in achieving that goal. Are you ready for this challenge?

About The Senior Customer Support Manager:

We’re looking for a mix of strategic thinking and a willingness to roll up your sleeves and get your hands dirty. We want the ultimate people person who loves meeting and helping people, who is willing to go the extra mile to be kind, courteous, efficient, and detailed in every client interaction. Be ready to obsess about our customers’ satisfaction as you help us continue to improve upon our customer service strategies, processes, and tools.

Many of our Customer Support Specialist team members are beginning their careers and are eager for growth opportunities. The Head of Customer Support has the incredible opportunity to coach and manage this incredible group and prepare them to be the future of Take Command!

Responsibilities and Qualifications:

• Supervise day-to-day operations of the Customer Support team; conduct weekly 1:1 meetings with each team member so everyone is set up for success! Opportunity to grow the team as a manager of managers.
• Team includes members providing first level response to customers. Workflows to interact with customers include phone, chat, email and/or ticketing.
• Represent Take Command as the face of our service department, interacting daily with clients and providing thoughtful solutions to customer requests and concerns.
• Act as the escalation point for complex client issues on the Customer Support team.
• Develop customer satisfaction goals and provide strategic solutions to reach the goals, as well as the coaching to help the team meet department and individual goals.
• Oversee and build operational dashboards to track daily performance and measure progress to KPIs.
• Familiarity working with customer success tools and systems (e.g. Hubspot, Intercom, etc.), and helping develop processes, frameworks and workflows within such tools.
• Assess customer support and satisfaction metrics and provide regular reporting.
• Hire and train new Customer Support team members as we scale. Responsible for ongoing training of team members on new processes and tools.
• Provide coaching and management to team members as you implement best practices and improve our service offering to our customers.
• 3-5 years management experience
• 5+ years customer service experience
• A strong mix of technical and people skills. You’re just as comfortable leading meetings and putting out customer fires as you are reporting on customer data.
• Excellent written and verbal communication skills. We’re solving a complex problem, and it takes patience and the ability to explain complex ideas in simple, understandable ways to make our clients feel comfortable and confident. Most importantly, we’ll be counting on you to train our CSS team to master these skills.
• Ability to provide leadership, confidence, and support for our Customer Support team members.

Take Command Perks: 

At Take Command, we’re excited to build a team and culture that reflects our values. We offer competitive pay, health benefits, and equity options to share with this position. We want you to be an owner along with us in revolutionizing healthcare!

• A generously funded ICHRA for medical, dental, and vision premiums and medical expenses. You’ll get to use our own product and we think that’s so exciting and rare!
• Unlimited paid time off in addition to regular company holidays.
• 401(k): 30-day eligibility for 2% match that vests immediately!
• We have two beautiful offices conveniently located at Holly Commons (Austin) and The Hill (Dallas). The kitchen is well stocked (with both alcoholic and non-alcoholic drinks) and we've designed both spaces to have lots of different areas to work--lounge on the couch or stand near your colleague at a kiosk desk.
• Paid parental leave for new parents
• Access to LinkedIn Learning
• Technology stipend--need a new laptop? We can help!
• Flexibility on where you work – we hope to see you around the office a few times a week, but you’re also able to work from home some.

More About Us

We secured our Series A funding last year and are thrilled to be able to expand our team. The health insurance industry needs some disruption and despite being a startup, we’re the recognized industry leaders for the reimbursement model.

We’ve been featured in The New York Times, The Wall Street Journal, The Dallas Morning News, and other publications around Texas and are excited about our growth opportunities.

Take Command knows diversity and inclusion among our teammates is integral to our company’s success and growth. Our vision is to recruit, develop, and retain the best team from a diverse candidate pool.

This has mostly been about us, but we’d love to hear from you--we can’t wait to hear your story!

*Take Command is an equal opportunity employer! We celebrate diversity and are committed to creating an inclusive environment for all employees.