Director of Support

Hinge Health

United States
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/02/2021
  • Website: hingehealth.com
  • Company Address: 465 California St, 14th floor, San Francisco, CA, 94104

About Hinge Health

Hinge Health is pioneering digital care programs for people with chronic musculoskeletal conditions such as back or joint pain.

Job Description

Hinge Health is pioneering the world's most patient-centered Digital Musculoskeletal (MSK) Clinic. We reduce MSK pain, opioid use, and surgeries by pairing advanced wearable technology with a comprehensive clinical care team including doctors of physical therapy, physicians, and board-certified health coaches. Available to millions of members, Hinge Health is the #1 Digital MSK Clinic for health plans and employers, including Boeing, Salesforce, and US Foods. 
 
Hinge Health has raised $436M to date with offices across San Francisco, Austin, Chicago, Denver, Minneapolis, Portland, Seattle and more.
 
We are looking for a strong executive to join our leadership team. The Director of Customer Support will build and shape our global support organization around the world. This key leadership role will report directly to our COO and play a strategic role in helping shape the growth of our business. This leader will drive tremendous impact as we prepare to expand our business offerings, enter new global markets, and take the company public. 
 
The ideal candidate will have experience leading a global customer support organization in a fast growing company. This is an opportunity to build a function from the ground up and scale it globally within a very fast paced startup environment. Experience setting up both FTE and outsourced operations in Europe, Australia, the US, and offshore will be important to achieving success. 

WHAT YOU’LL ACCOMPLISH

    • Expand support to 24-7 / 365 availability, including international support, at an attractive cost structure. 
    • Expand and scale both technical and non technical support operations
    • Launch and build new customer treatments including, phone, live chat, email
    • Increase operational efficiency of the org while hitting SLA’s each quarter and driving positive customer NPS scores. 
    • Enable expansion of support org responsibilities and innovation through product relationships and hiring key tallent. 
    • Lead and scale a team including full time employees and outsourced providers.

WHAT WE'RE LOOKING FOR

    • Self-starter: Can work independently with little oversight, able to execute tasks and projects in an environment with competing demands. 
    • Systems thinker: Highly analytical, able to break down a problem. Builds robust models / frameworks aimed at solving problems.
    • Organizational capabilities: Able to effectively work cross-functionally with a variety of different teams and resources.
    • Team development: Proven success in building high performing teams and attractive margins infused with psychological safety and agency. 
    • Experience working with offshore support teams. 
    • Experience setting up global support teams.
    • Application and development of support quality management practices and tooling. 

WHAT SHAPES OUR COMPANY

    • Trust: We trust our teammates to always act in the team and company’s best interest. 
    • Hustle: We’re creative, we’re unrelenting, we find a way.
    • Effective communication: We’re prompt and concise. 
    • Learn-it-all (vs know-it-all): We’re always willing to learn. 
    • Frugal: We don’t waste money and especially not time.

WHAT YOU’LL LOVE ABOUT US

    • Competitive compensation with meaningful stock options
    • Medical, Dental, Vision, Disability and Life Insurance (We cover 100% of your premium and 75% for your dependents) 
    • FSA/HSA accounts
    • Family & fertility benefit through Maven Clinic
    • 401K match 
    • 3 months paid parental leave
    • Professional Development budget 
    • Monthly wellness benefit
    • Generous mental health stipend
    • Noise-cancelling headphones
    • Work from home policy
    • Opportunity to join a fantastically talented, diverse, and passionate team at a pivotal time in the company’s lifecycle
If you're interested - we'd love to hear from you. No recruiters, please.
 
Hinge Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. 
 
We celebrate diversity and are committed to creating an inclusive environment for all employees.


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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.