Care Coach
Thirty Madison is building the premier healthcare company for people with chronic health issues. Through our novel approach to care delivery, powered by our proprietary platform and brands built around specific chronic conditions, we combine the best of specialist-level healthcare with the convenience of telemedicine.
In just three years, we’ve built four brands on top of our platform: Keeps (for men’s hair loss), Cove (for migraine), Evens (for GI conditions), and our newest brand, Picnic (for allergies). We’re growing rapidly, recently raised a $140m Series C, and are backed by some of the best healthcare and consumer investors, including HealthQuest Capital, Mousse Partners, Bracket Capital, Polaris Partners, Johnson & Johnson, Maveron, Northzone, among others.
This year, we are honored to be included on Built In's 2021 list of Best Places To Work in New York City and Best Midsize Companies To Work For. This recognition is a true testament to our hardworking team and company culture. As we continue to grow, we pride ourselves on finding passionate individuals who truly embody our core values and mission each and every day.
The role
We’re seeking a Care Coach to help support our team of Specialists and in turn our customers. As a direct-to-consumer, online-only brand, our team is often the first and last interaction our customers will have with the brand and company, making the support our Coaches provide essential to ensuring excellent customer service.
In this role, you'll help our Specialists quickly resolve issues and help us build internal processes to better serve our customers. You will handle escalated interactions and complex tickets, as well. Coaching and developing our newest Specialists to help them find their own success is another integral part of this role.
Some things you will work on:
Monitor Slack channels to help Specialists with in-the-moment coaching
Hold coaching conversations with Specialists to ensure their own success
Manage Specialist and team workflows across multiple channels, set daily productivity goals, and monitor live channels to ensure SLAs are met
Field and respond to customer escalations and needs via ZenDesk (email and phone)
Consolidate and report common technology issues customers face to the product and development team
Partner with management to improve processes, and update documentation as needed
You should have:
At least 2 years of experience in a customer-facing role
Experience with ZenDesk, or another customer support ticket system
Aptitude and enthusiasm to learn the ins and outs of a fast-moving startup
Great written and verbal communication
Superb judgment, the ability to think quickly on your feet, and deep empathy
Proficiency in Spanish is a plus!
- Competitive salary packages and career development opportunities
- 100% coverage on many health, dental, and vision insurance plans
- 401k with a match, commuter benefits, and FSA
- Budget for the technology tools you need — whether it’s a laptop, monitor, or special software
- Annual $750 vacation stipend and $750 wellness allowance
We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions. Please contact us to request accommodation.