Company

Based in Irvine, California, Kareo (www.kareo.com) is a profitable and rapidly growing company that delivers web-based software that helps physicians in small medical practices run their business and get paid by insurance companies and patients. By providing web-based software that is remarkably easy to buy, learn and use, Kareo eliminates the headaches of medical billing so physicians can spend less time running their business and more time caring for their patients. Kareo recently received a significant investment of growth capital from Boston-based venture capital firm OpenView Venture Partners and is expanding its management team and staff to support and further accelerate its already rapid growth.

Position

The Director of Support’s primary function is to execute strategic initiatives that involve his/her team, work collaboratively with the Vice President of Sales and Service to develop strategy, and provide executive-level leadership to people in the organization to improve performance. Finally, the Senior Manager is expected to become a subject matter expert, both on Kareo’s specific product offering and processes, as well as on the industry in general.

Responsibilities

The Director of Support will be responsible for managing the executing strategic initiatives, and will play a critical role in the overall delivery of support to Kareo’s customers, as well as in the careers of the team’s members.

Specific responsibilities will include:

• Embody Kareo’s customer support general rule: If a customer needs help and you are able to help them, do so, without exception
• Manage the support, implementations, enrollments, account management, partner support and help-center teams
• Execute key strategic initiatives and work collaboratively with the Vice President of Sales and Services to continually improve the department by developing new initiatives and goals
• Be responsible for department-wide communication of the company’s strategy and goals
• Independently manage continual process improvement initiatives
• With minimal or no supervisor, design, implement and continually improve entirely new business processes to meet changing business requirements
• Provide regular reporting and analysis to the executive team and Board of Directors
• Develop and enforce policies and procedures by effectively managing and guiding supervisors and team leads to enforce rules with their respective teams; of particular importance are enforcing attendance, interaction notation and customer follow-up policies
• Act as a resource for frontline managers to answer basic questions about leadership, management, products, services, processes and policies, as well as directing agents to the best possible source for answering more advanced questions
• Act as the owner of the highest priority escalations as assigned by senior management and executives, especially those requiring the coordination of multiple teams and departments
• Provide guidance to staff, particularly frontline management, to foster career development, best practices and optimal morale in the organization
• Gather ideas from customers and colleagues for product enhancements that would improve the customer setup process and keep true to the simplicity that is Kareo
• Become a subject matter expert in Kareo’s software and the medical billing process
• Understand the Kareo Customer Support Manifesto, the Kareo Customer Support Operating Plan, and the company’s overall vision, mission and principles – strive to embody those principles in all daily activities, take action that supports stated goals and contribute to their improvement

Qualifications and Characteristics

The successful candidate for the Director position will be a proven leader with executive potential, a strong commitment to excellence, and a cultural fit with Kareo’s company values. The candidate will enjoy and take pride in delivering exceptional service to customers, subordinates and all colleagues.

Key attributes of the successful candidate will include:

• 5-10 years of leadership experience, ideally managing a mix customer support teams in a call center environment along with other functional organizations like sales, logistics or billing
• Excellent, demonstrated leadership capabilities
• Proven track record of leading teams to achieve stated objectives and performance improvements
• Excellent writing and oral communication skills, particularly with customers and senior management
• Proven history of providing excellent customer service
• Experience with providing support to healthcare facilities is preferred but not required

Education Requirements

A college degree is required. A graduate degree is preferred.

Compensation

• $100,000 - $150,000
• Bonus potential for up to 20% of base salary based on selected Major Business Objectives (MBOs)
• Medical, dental, and vision benefits
• Stock options

How to Apply

Send us a link to your LinkedIn profile and answers to the short-form essay questions below. It’s a lot to ask, so what will we do in return? If you complete the application, we guarantee that our Vice President of Sales and Services will personally review your application and respond to you directly within 10 business days or less.

1. Who do you consider to be a thought leader in customer service management and organization? Why?
2. Who do you consider to be a thought leader in leadership? Why?
3. Explain how you would coach an underperforming supervisor or agent whose performance was negatively affected by low self-confidence. If available, provide an experience from your past work where you performed a similar task.
4. Explain how you would handle a situation where a top performing supervisor applied/asked for but was denied a promotion or raise. If available, provide an experience from your past work where you performed a similar task.
5. What do you like to do for fun?

For confidential consideration, please email your resume and answers to jobs@kareo.com with subject line “Director of Support.” PLEASE, NO PHONE CALLS!