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This position was posted on March 28, 2026 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!
Job Overview
Location
San Francisco (CA), Denver (CO), New York (NY)
Job Type
Full-time
Category
Customer Success
Date Posted
March 28, 2026
Full Job Description
đź“‹ Description
- • As a Customer Support Lead at Candid Health, you will play a pivotal role in scaling and elevating the Support team during a period of rapid growth, ensuring that customer experiences remain delightful and effective even as the product and organization become more complex. This role is critical to maintaining the company’s reputation for excellence in solving hard, industry-specific problems in healthcare technology.
- • You will begin your tenure with a deep individual contributor focus for the first six months, immersing yourself in Candid’s product and customer support workflows to develop expert-level proficiency. This hands-on foundation will enable you to model best practices, coach your team effectively, and ensure that support quality remains consistently high at the tactical level.
- • Over time, you will transition into a leadership role where you build and refine scalable systems—such as quality assurance programs, performance metrics tracking, and structured training initiatives—that empower the Support team to operate efficiently and adapt to evolving business needs.
- • You will directly manage and develop a team of individual contributors, helping them expand their scope, increase their impact, and grow professionally through coaching, feedback, and career development planning.
- • In partnership with Support leadership, you will own and drive strategic goals focused on improving team efficiency, enhancing customer impact, and ensuring the customer’s voice is represented in cross-functional decisions across Product, Engineering, Billing, and Operations.
- • You will collaborate closely with your Support team pod to consistently meet and exceed key performance indicators, including CSAT, first reply time, resolution time, and internal quality assurance scores, adapting strategies as the product evolves.
- • Acting as a trusted product expert, you will regularly engage in resolving complex customer tickets and managing escalations, maintaining your credibility and staying deeply connected to both the product and the customer experience.
- • Beyond operational excellence, you will contribute to shaping Candid Health’s company culture, helping foster an environment where employees feel supported, challenged, and proud to do their best work.
🎯 Requirements
- • Minimum of 3 years of experience managing people, preferably in a high-growth B2B SaaS, health tech, or fintech environment.
- • Proven ability to deliver quantifiable business outcomes and comfort being held accountable to metrics such as SLA achievement, efficiency gains, and support quality (QA).
- • Demonstrated experience in hiring, onboarding, and coaching team members through performance improvement and career development goals.
- • Strong background in using technology and automation to improve support processes and solve complex operational challenges.
- • Excellent communication skills, with the ability to explain complicated technical or procedural concepts clearly to both customers and internal stakeholders.
- • Experience working in fast-paced, dynamic environments, including comfort navigating organizational changes, reorgs, and rapid product launches while maintaining team flexibility and morale.
🏖️ Benefits
- • Competitive annual salary range of $135,000 - $175,000 USD, with potential for additional equity compensation.
- • Opportunity to work in-person at one of Candid Health’s offices in San Francisco, Denver, or New York City, fostering collaboration and team connection.
- • Access to comprehensive employee benefits, including health, dental, and vision plans, as part of a total compensation package designed to support employee well-being.
Skills & Technologies
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About Candid Health Inc.
Candid Health provides cloud-based software that automates medical billing workflows for healthcare providers and digital health companies. Its platform integrates with electronic health records and practice management systems to handle eligibility checks, claim generation, coding assistance, denial management, and payment posting. The company uses rules engines and machine learning to reduce manual data entry, improve claim acceptance rates, and accelerate reimbursements. Candid Health primarily serves independent practices, telehealth startups, and behavioral health organizations across the United States.
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