About Take Command
Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees (when they have the right support) to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.
Let's be honest-health insurance is usually a confusing, frustrating, and even emotional experience for people. We want to fix that with a new model, great technology, and a superior user experience. We have made a great start, but we need your help to fully realize our long-term vision.
Take Command is looking for a Manager of Customer Support to lead a team of best-in-class Customer Support Specialists that provide front-line and backend support via phone, email, live chat, and ticketing to our clients. The ideal candidate will collaborate with other members of our Support Management team to create enthusiastic referral clients, happy employees and drive the growth of Take Command.
Requirements:

• 3-5 years of experience in a customer support management role, including 3 years managing in a SaaS environment, and/or startup (i.e. working in a fast paced environment)
• Familiarity and working experience with chat, phone, SMS, and ticketing systems (e.g. HubSpot, Salesforce, Intercom, Zoom Contact Center, Amazon connect, etc.), including building out workflows
• Familiarity and experience working in a CRM (eg HubSpot, Salesforce, etc)
• Strength in data-driven communication and decision-making.
• Ability to handle escalations and high pressure situations (especially customer conversations) decisively, calmly and thoughtfully (i.e. supporting team as an escalation point)
• Experience aligning metrics cross-functionally and telling compelling data stories.
• Demonstrated ability to lead independently and adapt your management style to rapid organizational and platform changes
• Highly organized and detail-oriented with a natural inclination for planning strategy and tactics
• Strong communications and interpersonal skills (written and verbal) with the ability to articulate messages to a variety of stakeholders and audiences
• Capacity to analyze support metrics, trends, and data to identify areas for improvement and implement effective strategies.

Responsibilities:

• Lead and direct front-line customer support teams.
• Organize and motivate team members in their day-to-day work.
• Manage and understand data around incoming case volume.
• Communicate any trends in customer communication or behavior to other departments.
• Hire and train incoming support team members.
• Ensure that team staffing levels are balanced.
• Handle incoming escalations, internal and external.
• Work directly with leadership to define and enforce strategies and team goals.
• Conduct one-on-ones with direct reports.
• Set and enforce team policies and procedures.
• Collaborate with all levels of the Take Command organization to develop best practices to further customer success and Take Command's evolution as an industry leader
• Coach Customer Support Specialists to help them achieve personal and professional goals
• Ensure individual workflow enables the team to reach or exceed customer support SLAs
• Manage customer escalations to create positive interactions and referenceable customers
• Identify issues and risks; initiate corrective actions and mitigation strategies as appropriate
• Research and implement process improvements to increase team efficiencies and effectiveness while coordinating the management of multiple operational and program work streams as needed
• Analyze customer data to make informed decisions about changes to the team, programming, shift scheduling, staffing, etc.

Compensation: $80,000 - $90,000 with potential 10% bonus
Working at Take Command
We're excited to build a team and culture that reflects our values! We offer competitive pay and health benefits to share with this position. Benefits do not apply to 1099 contract positions

• A generously funded ICHRA for medical, dental, and vision premiums and medical expenses. You get to use our own product and we think that's so exciting and rare!
• Unlimited personal vacation in addition to regular company holidays
• 401(k): 90-day eligibility for 4% match that vests over 4 years with a one year cliff!
• Access to LinkedIn Learning
• We have two beautiful offices in Richardson, Texas (City Line) and Austin, Texas (Holly Commons). The kitchen is well-stocked and we've designed the space to have lots of different areas to worklounge on the couch, stand near your colleague at a kiosk desk or hole up in one of our phone rooms!
• Paid parental leave for new parents
• Flexible on where you work - we hope to see you around the office on average 3 days a week especially when white-boarding or building relationships with your colleagues, but you also have the ability to work from home or wherever you'd like when you need to get focus work done.

More About Us
We secured our Series B funding in 2023 and are thrilled to be able to expand our team. Despite being a small startup in a land of health insurance giants, we're the recognized industry leader for what we do (health insurance reimbursements) and passionate about bringing it to market because we know we can help fix a broken system and improve our clients' wellbeing and health outcomes.
We've been featured in The New York Times, The Wall Street Journal, The Dallas Morning News, and other national healthcare publications and are excited about our growth opportunities.
Take Command knows diversity and inclusion among our teammates is integral to our company's success and growth. Our vision is to recruit, develop, and retain the best team from a diverse candidate pool.
This has mostly been about us, but we'd love to hear from youwe can't wait to hear your story!
*Take Command is an equal opportunity employer! We celebrate diversity and are committed to creating an inclusive environment for all employees.