Omada Health is hiring a

Support Specialist

San Francisco, United States

Omada Health is on a mission to inspire and enable people everywhere to live free of chronic disease.

Omada Support delights humans by resolving problems with swiftness, clarity and compassion, to help deliver a seamless experience with Omada’s digital health program.

Omada Support Specialists make an impact in how we deliver on our mission by mastering the resolution of a wide range of customer issues and by solving support operations problems through process design, workflow improvement, and knowledge sharing.

Your impact:

  • Resolve customer issues by email and phone, owning each issue, digging deep to discover solutions, handling each case with care, communicating clearly and swiftly, and ultimately, delighting the customers you interact with
  • Develop and improve Omada Support practices, owning operations process design, documentation and monitoring to achieve optimal quality, efficiency and satisfaction as we scale
  • Partner across functions to contribute Support input and to support your own team with documentation and knowledge sharing that drives mastery of new processes and new features
  • Consistently show your expertise of the Support craft through top success metrics, such as caseload, satisfaction, quality, and project contributions toward our goals
  • Assist in peer mentoring new part-time and full-time hires who join us as we grow, playing a role in our collective mastery of the Support craft

You will be successful in this job if you have:

  • Lessons learned from a few years on a customer support team, preferably at a startup
  • Customers consistently give you top happiness ratings; you are admired for your A+ empathy, resourcefulness, teamwork and ownership
  • Improving a process or workflow excites you, from defining a problem to designing a solution to measuring its success
  • You are able to run projects efficiently and independently, work collaboratively to gain input and consensus from others, and ultimately and successfully drive to achieve project goals
  • Calling to be part of an A+ team building our future as a world-class Support function together
  • Connection to Omada Health’s purpose and mission

Benefits:

  • Competitive salary
  • Stock options
  • Flexible vacation
  • Parental leave
  • Health, dental, and vision
  • Healthy snacks and meals
  • Wellness events (e.g. running club)
  • Community volunteering
  • 401k retirement savings plan

About Omada Health: We’ve pioneered digital behavioral medicine: an innovative approach to tackling the growing epidemic of type 2 diabetes, heart disease, and obesity. Our online programs combine world-class science, technology, and design to inspire and enable people everywhere to live free of chronic disease. Named one of Fast Company’s “50 Most Innovative Companies in the World,” our team includes passionate and talented individuals. Our approach has been embraced by major employers across the country, including Costco and Iron Mountain, as well as leading health plans, such as Kaiser Permanente and BlueCross Blue Shield of Louisiana.

We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Omada is proud to be an equal opportunity workplace and affirmative action employer. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.