Director of Support

About Us

We are a very profitable and fast-growing healthcare startup—a small and mighty team of 200 helping people find and enroll in ACA health coverage. As the largest health insurance exchange for the ACA, enrolling more individuals than healthcare.gov and all our competitors, we have helped over 15 million people enroll in health coverage to date through 2024. We're a mission-driven team that advocates for and cares deeply about the people we serve.

We're a double bottom-line company: revenues and enrollments in ACA coverage. The ACA brings high-quality, comprehensive, affordable health coverage within reach for low-income Americans, and we exist to make that promise a reality. Your contribution will help hundreds of thousands of people navigate the complex and confusing health insurance industry and enable them to access health care when needed.

We are committed to building a team balanced in representation to serve best the people who use our products. We believe in creating inclusive and equitable spaces that build trust and respect and foster a sense of belonging. These values are at the core of our culture and will continue to lead our organization to successful outcomes.

About the Role

The Director of Support leads HealthSherpa's Agent Support, Consumer Advocate, and Training & QA teams to provide excellent service across hundreds of thousands of customer touch points every year. You enjoy understanding and overseeing complex processes, like diving into problems to help out, and take pride in providing the best customer experience possible.

This is a fully remote role reporting to the Vice President of Business Operations.

The base salary range is $140,000-$185,000 + bonus + equity + benefits. Within the range, individual pay is determined by work location and additional factors, including job-related skills, and experience. Your recruiter can share more about the salary range for your location during the hiring process.

You Will:

• Manage a team of 4 direct reports and 60-70 total employees

• Monitor and improve existing Support team processes to provide a high standard of support synonymous with the HealthSherpa brand

• Improve our phone, chat, and email technology stack to increase performance, reduce friction, and improve both agent efficiency and customer experience

• Manage our internal agency's P&L, driving efficiency through process and platform improvements, and ensuring scalable, compliant operations

• Accelerate our adoption of customer service best practices, including AI-enabled support, workflows, training, and knowledge bases

• Develop feedback loops across the company to improve our products and customer experience holistically

You Have:

• 6+ years of experience leading high-volume support teams, with an emphasis on the individual health insurance market

• 3+ years of experience in management and building cohesive, diverse teams

• Deep experience with call center analysis and modeling, and translating the insights you find into action

• A get-stuff-done mindset and willingness to contribute as an IC to accomplish your goals

• Passionate about social impact and improving access to healthcare

• Startup experience (BONUS)

What We Offer (Full-time, Not Temporary/Not Seasonal)

• Remote-first company (US-based remote only)

• Great compensation package at a high-growth, profitable company

• Excellent benefits package that includes health, vision, and dental coverage for you, your spouse, and dependents

• HSA/FSA options with corresponding contribution limits

• Monthly grocery stipend and home internet reimbursement

• 401K w/ a match after a grace period

• Life and AD&D coverage

• Disability insurance (Short and Long Term)

• Parental leave

• Four (4) weeks of paid vacation in addition to paid holidays

• Home office budget for remote team members

• Mental health and other wellbeing support programs through a partner network
  

We welcome and encourage people of diverse backgrounds, experiences, identities, abilities, and perspectives to apply. We are an equal-opportunity employer and a fun place to work. Come join the team at HealthSherpa!