Head of Client Support

Job Summary

Leading the client support function, the full-time Head of Client Support will manage and grow a team dedicated to enhancing payer and TPA relationships while ensuring timely issue resolution and effective communication with clients in a remote setting.

Key responsibilities

• Deliver a best-in-class support experience and define SLA commitments for all clients
• Establish proactive communication and work closely with clients to configure plans and onboard employer groups
• Act as an aggregator of client information and product feedback, advocating for clients during product planning

Required qualifications

• 6-9+ years of experience in client support, client delivery, or operations within healthcare technology or enterprise SaaS
• Experience in setting up or managing a support team, ideally in a high-growth start-up environment
• Strong understanding of technology tools that enhance client engagement and support experiences
• Direct experience in healthcare or healthtech, particularly with health insurance payers or third-party administrators
• Familiarity with payer systems and healthcare data exchanges is a major plus