Nomad Health is hiring a

Director of Customer Support

Charlotte, United States
Nomad Health is the first digital marketplace for healthcare jobs, efficiently connecting quality clinicians with rewarding career opportunities. Forbes recognized Nomad as one of the “Best Startup Employers”, Newsweek included Nomad on its "Most Loved Workplaces" list and Built In NYC named Nomad one of the “Best Mid-Sized Companies To Work For.” Our technology takes the busywork out of finding clinical work. We are a well-funded Series D startup backed by First Round Capital, RRE Ventures, .406 Ventures, Polaris Partners, Icon Ventures, Adams Street Partners, and Kevin Ryan (founder of MongoDB, Zola, Gilt, and DoubleClick). 
The U.S. healthcare system is experiencing a staffing crisis. Employers spend $20 billion per year recruiting clinicians to care for the rapidly aging U.S. population. Nomad replaces antiquated staffing agencies with modern technology to efficiently source, qualify, and hire medical talent on demand. Clinicians find better jobs with higher pay. Employers fill roles faster with higher quality care.  
Nomad is a fast growing team of technologists, creators, and industry experts passionate about modernizing healthcare staffing so clinicians can get back to the work they do best: caring for others.

Position Summary

The Director of Customer S will oversee the customer service strategy for clinicians' pre-assignment journey and stay closely aligned with leads across Operations. This role will be responsible for setting customer engagement and retention strategies for health care professionals while using the Nomad platform (app and web). The Director will manage the direction of our Clinician Communication Operations team to ensure they hit targets and Senior Managers are set up well to manage the daily functions of the teams. They will also partner closely with Senior Product leads.


Responsibilities/What You Will Do

  • Be a customer success strategy expert who understands the importance of high-quality customer service and consistency across all customer experiences to support Nomad’s overall strategy
    • Act as an expert in digital communications at Nomad, understanding the Clinician's journey through our product in every facet
    • Maintain incredibly high standards of customer service that can be proven by relevant CSAT and NPS scores
    • Teach your team to think enterprise-wide with their work
    • Take a 1-month, 3-month, 6-month, 12-month, and three-year future view when making decisions
    • Integrate revenue generation with customer service strategy
  • Maintain a strong grasp of data and take action based on clinician inbound communications
    • Communicate up and down how we are matching against targets and strategy
    • Understand the importance of driving change from data
    • Keep track of performance metrics for the team output and quality
    • Identify the action needed to get back on track or push growth
  • Bring process control and continuous improvement to their teams
    • Utilize a growth mindset when hearing feedback from all levels
    • Understand the importance of team buy-in for changes and consistently bringing everyone along
    • Identify and build processes and teams that enable Nomad to scale and working closely with the VP of Operations and other executives to develop a strategy to continue Nomad’s journey to becoming the best-in-class player in temporary staffing
  • Set the example for your direct reports on coaching and motivation to create a team culture that is receptive to feedback and operates with a growth mindset
    • Help your direct reports handle complicated or escalated situations with their direct reports
    • Teach direct reports a growth mindset and set the example of accepting feedback from all levels of the organization
    • Assist Senior Managers with managing a team of managers to drive excellence in team culture and performance
  • Manage cross-functional relationships with other Ops leads, Product and Engineering, Clinical Excellence, Data Teams, and Marketing as needed.
    • Engage peers with informal and succinct information that is relevant to them
    • Preemptively communicate any concerns about cross-functional hiccups upward
    • Remain empathetic to the stresses and needs of each team

Qualifications/ Skills - What You Will Need

  •  7+ years of experience in high growth, fast-paced companies with a clear track record of growing or scaling a business
  • Experience managing, motivating, and scaling diverse high-performance digital customer service teams
  • An empathetic individual who enjoys helping people grow through difficult situations
  • Strong interpersonal skills, especially as it applies to coaching and mentorship
  • Keen understanding of how to use data to drive action for both team direction and for aligning team efforts with company-wide OKRs. 
  • Experience integrating revenue generation with customer service strategy
  • Track record of strong partnership with P&E teams to incorporate customer service experience into clinician facing product
  • High ambition, high collaboration, low ego
  • Experience managing “managers of managers” 
  • Zendesk, Textline, and Aircall experience preferred, or similar CS Tech Stack 
  • Looker experience preferred
Nomad offers a fast-paced, supportive, diverse culture. Benefits include comprehensive health, dental, and vision plans, 401k matching, and a remote-friendly culture, including an annual stipend to kit out your home office.
Exciting challenges lie ahead. Join us! Let's get to work.

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