Customer Success Director

Remote | Operations | Full-time

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There is an inflection point happening right before our eyes. In 2019, only 8% of patients had tried telehealth. Today, the pandemic brought the future faster than anyone could have imagined. Now, a staggering 80% of patients plan to use telehealth. But there is a massive problem. Over 70% of medical decisions still require collecting diagnostic tests and telehealth has no way to reach these patients.

That's why Getlabs brings healthcare directly to patients. Patients can book a phlebotomist to draw their lab order at home and deliver to Labcorp and Quest Diagnostics. Healthcare companies can use the Getlabs API to send medical professionals to their patients and collect diagnostic tests, including labs, vitals, ultrasounds, imaging, and more.

By creating the infrastructure for healthcare providers to make informed medical decisions remotely, Getlabs bridges the gap between digital and in-person care and unlocks the full potential of telehealth.

The US healthcare system is complex, archaic, and broken yet we are experiencing the perfect storm. We will need the brightest minds of our generation to succeed. If you share our passion for making healthcare more convenient and enjoyable for patients, we want to talk with you.

Our team brings together deep technology and healthcare experience, from companies including Uber, DoorDash, Labcorp, Quest Diagnostics, and Y Combinator. Getlabs is rapidly expanding nationwide and is backed by prominent investors including PivotNorth Capital, Liquid 2 Ventures, Tusk Ventures, and more.

Read more about us in TechCrunch and the launch post from our founder.

We are currently seeking a full-time Customer Success Director interested in joining a high-growth stage startup. The mandate of our Customer Success Director is simple but challenging: lead our day-to-day central Customer Success team throughout the US markets and ensure our patients have the best experience possible. 

The Customer Success Director oversees all aspects of patient operations. You will be responsible for ensuring that every Getlabs experience meets and exceeds the patients’ expectations. You will also hire and manage a team of hourly representatives.  Above all, we are seeking candidates who are self-starters and are resourceful, organized, detail-oriented, communicative, and friendly.

At Getlabs, you will:

  • Build a team of amazing frontline representatives including coaching, training, and career progression support
  • Determine staffing needs based on the growth of new city launches and new partnerships
  • Analyze dashboards pertaining to phones, emails, webchat etc…
  • Assist in determining KPIs and measurements for success
  • Make recommendations of how to improve efficiency with new tools
  • Develop new tools or integrate CRMs to improve processes
  • Develop, refine, and scale processes as we grow nationally
  • Assist with day-to-day patient service including interactions with patients via inbound calls, outbound calls, emails, and other communication platforms
  • Report out to senior leadership on successes and opportunities, as well as, problem solve and make recommendations for improvement
  • Work closely with the VP of Operations and cross-functional business partners to build and improve operations
  • What we are looking for:

  • A disciplined worker who can get the job done with minimal supervision
  • 5-7 years of management experience - including experience in call center operations
  • Past experience with early-stage startups
  • Phenomenal people skills and experience in hiring, training, coaching, and managing hourly employees
  • A proven ability to handle ambiguity in the absence of defined systems and processes
  • A creative thinker that challenges assumptions and wants to participate in changing the health care landscape
  • Competency with Google applications and willingness to embrace new technology
  • We have great benefits to make your life easier so you can focus on what you're best at:

  • Competitive salary
  • Valuable stock option plan
  • Medical, dental and vision insurance options
  • Flexible and unlimited vacation
  • Remote work option
  • A company with a huge vision, a dynamic work environment, and a team of talented, ambitious and fun to work-with colleagues!
  • Getlabs is an equal opportunity employer. We value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or other protected classes.

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