Care Lead
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.
About the Role
We’re seeking a Care Lead for our Keeps Customer Care Team.
In this people manager role, you will be the primary person responsible for managing, coaching, and developing a team of Care Specialists. You will meet regularly with each member of your team to maintain high engagement and morale. Discussing team productivity, metrics, and goals should be second nature for you. The passion and desire to help your Care Specialists grow their own careers should always be at the forefront of your mind. In addition to people management, helping maintain brand-specific guides, liaison with members of the Keeps team, and work closely with leadership on the Care Team will be a regular part of your role.
This position may be remote (anywhere in the US) or based at Thirty Madison’s NYC HQ and reports into the Senior Care Team Leader.
Some things you will work on:
- Oversee a rapidly scaling team of Keeps Care Specialists by managing your own team of Specialists, ensuring that Keeps customers have easy access to efficient and customized care
- Improve overall team performance and encourage internal career growth through coaching and development
- Hold regular (bi-weekly) coaching conversations with each team member
- Assist with in-the-moment coaching of Specialists using Slack, helping to resolve escalated customer issues
- Regularly monitor and report on relevant team KPIs/health metrics
- Aid in developing and updating Keeps-specific Care guides and other documentation
- Assist with or facilitate onboarding training modules
You should have:
- At least 2+ years of experience in a customer support role, preferably in a contact center setting.
- Enthusiasm for people management, and experience coaching support specialists and conducting quality analysis of support tickets
- Experience with Zendesk or similar ticketing systems
- Great written and verbal communication
- The ability to multitask, juggling multiple tasks and responsibilities on a daily basis
- Energy and focus - this role requires both of these in spades
- Aptitude and enthusiasm to learn the ins and outs of a fast-moving startup
- 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.