Support Lead

Operations Austin, TX
Wheel is bringing the future of work to healthcare. Wheel is a first-of-its-kind enterprise that provides healthcare clients access to a flexible workforce of virtual care clinicians, and the tech-enabled infrastructure required to mobilize it rapidly and compliantly to improve patient access to care. Our mission is to change the way healthcare works by putting clinicians first, because happier clinicians make healthier patients. 

We’re headquartered in Austin, Texas, and recently named one of Built In Austin’s 50 Startups to Watch in 2020. Wheel is venture-backed by top investors with a track-record of growth-- and we’re ready to build an amazing team with top-tier talent like you!  Check out a recent Crunchbase article about Wheel's growth. 

Job Summary

Wheel is looking for a strong Support Lead with a passion and interest in building a support org from the
ground up. This role is an exciting opportunity for someone who enjoys partnering with operations and technology to support Wheel’s clinical network as well at its telemedicine platform. 

The ideal candidate will have the unique combination of a strong support background and a highly collaborative work style. In addition to the Operations team, you’ll be collaborating closely with Product, Technology and Marketing. This is a unique opportunity for someone who is strategic and analytical to establish a best in class support organization.

Responsibilities:

Establish Customer Support Practices: Create policies and procedures to ensure consistent service across the Wheel platform. 
Clinical Support: Build one of the strongest clinical networks in the industry by designing, building, and scaling clinical support to enable that network.
Software Support: Coordinate support and troubleshooting across the Wheel software platform.
Educational Content Development: Collaborate with Product, Operations and Marketing to develop learning. material and information repositories for customers and clinicians. 
Financial Operations support: Partner with Finance to accurately record revenue and clinician pay, and resolve any payment issues.
Voice of the customer: Advocating for our customers within the business to influence cross-functional decisions.

Experience:
-3+ years in a support leadership role
-Demonstrated experience managing projects from inception to completion
-Experience implementing data driven support programs and KPIs
-Experience developing training, education, and support guidelines
-Conflict resolution skills
-Strong interpersonal skills and the ability to effectively communicate across the organization
-Advocating for our customers within the business to influence cross-functional decisions
-Foster a positive, customer-focused team culture
-Leading and developing a high-performing team that delivers world-class customer support
-Proven track record of executing on ambitious goals to elevate the customer support experience
-Proven record of developing highly effective and efficient operational processes

Equal Employment Opportunity Statement 
At Wheel, we know we will go further together by celebrating diversity, and that starts by honoring each of our unique life experiences. That’s why we are committed to ensuring a safe work environment where employees are not discriminated against based on age, race, ancestry, religion, sex, gender identity, sexual orientation, pregnancy, marital status, ancestry, physical or mental disability, military or veteran status, national origin, or any other characteristic protected by law. We are proud to be an equal opportunity employer that believes in health, equality, and prosperity for everyone so we can succeed in changing the way healthcare works.