Who you are.
You consider yourself to be a customer and user advocate. You enjoy answering questions and solving new problems for new people on a daily basis. You’re happiest when you are working on a variety of different projects and are comfortable managing changing priorities.
You are patient and empathetic. You have a growth mindset, are naturally curious, and seek continuous learning in everything you do. You like to research and to write. You thrive in an independent work environment. And you enjoy creating workflows that reduce the need to do the same thing twice.
What you'll do.
Healthcare professionals are busy, always on the go, and fatigued from the industry norm of hard-to-use tech that rarely works from their phone. An employer's success in healthcare staffing often comes down to who can move great candidates the fastest through the hiring flow.
Alongside our passion for bringing user-centric technology into this industry, we are committed to stepping outside of the industry norm to provide our customers with a hyper-responsive and human-centered experience throughout every step of their journey on the Kamana platform.
Joining our Customer Experience team, you'll be on the frontlines of support and success for both sides of our customer base - healthcare professionals and healthcare employers (currently focused on travel nurses, allied health professionals, and staffing agencies). You'll support our day to day Customer Success and Support operations by doing things like:
- investigate and respond to support requests via *HelpScout* (calls are rare, but possible)
- personally welcome new users and guide them on their journey to success on the platform
- document feature requests, bugs, and feedback in our project management tool, Asana
- identify trends in customer feedback, and turn them into insights for our team
- support aspects of new customer onboarding (such as data migrations or user training)
- collaborate across our customer success, marketing, and product teams on special projects
Experimentation is frequent. Comfortability with being uncomfortable is a must.
An around the clock support experience.
Kamana's team is spread across the US in many time zones, in our quest to provide 24/7 support we are in need of an individual who can work autonomously. While our team will be available to onboard, train, and support your growth, you will be expected to utilize past experience or research to independently execute the tasks required to complete projects with little additional guidance from the team.
While there will be flexibility in the timeframes that you work, the ability to establish a predictable schedule - with occasional availability on nights, weekends, & holidays - is a must. Availability for a unique schedule that would help enable our aim to provide around-the-clock support is a plus!
What you've done before.
You have a proven track record in a client(user/customer/people)-facing role. You have been independently responsible for critical operational tasks within a business.
You have developed a love of thinking critically to get the root of issues quickly, and have the skills to clearly communicate resolutions in a friendly and approachable way.
You have ideally leveraged help desk and ticketing software to maximize efficiency, but in any case you have appreciation for ensuring every level of customer interaction feels human.
It'd be cool if you've done this.
A clinical background and/or knowledge of the healthcare staffing industry would be amazing. If you've been a travel healthcare professional or worked within a healthcare staffing agency in any capacity, we may be willing to overlook the specific experience mentioned elsewhere in this post.
Having been on the ground floor of a fast growing startup, with a desire to repeat this journey, may also set you apart from other candidates, but is not required as long as you are up for wearing many hats!
Experience writing and maintaining support content in the tech world would be helpful. Lastly, a history of helping define operational systems and processes in the world of customer support and success would help get you to the top of the list.
Salary, benefits, & how we work.
This is a full time exempt position with an expected salary of $53,000 - $63,000/year.
How can I apply?
Open to US based applicants only.
Kamana is an equal opportunity employer and does not discriminate on the basis of race, sex, age, national origin, religion, physical or mental handicaps or disabilities, marital status, Veteran status, sexual orientation, gender identity nor any other basis prohibited by law.