Head of Client Support & Operations – Remote

OpenKrill; United States; Remote; USD 160,000 - 220,000; Full time

Benefits offered by this job

Bonus + equity

Unlimited PTO

Home office stipend

401(k) + matching

Health insurance (medical, dental, and

Job summary

Helm Health is seeking a senior leader to own and grow the client support function for payer and TPA relationships. You will triage, route, and resolve issues, while serving as the voice of the customer to product management.

This role sits in the Product organization and partners with Client Delivery to ensure a strong post-launch experience for clients and their members. You will lead a team, define SLA commitments, and build scalable processes to drive proactive, clear communication with

Qualifications

• 6–9+ years in client support, client delivery, or operations in healthtech or enterprise SaaS.
• Experience designing and building an enterprise support function from scratch.
• Familiarity with payer systems and healthcare data exchanges is a plus.

Responsibilities

• Own the client support function and deliver best-in-class experiences.
• Define and own SLA commitments for all clients.
• Work daily with client users, focusing on member and provider service teams.
• Build relationships with client operations and IT leaders to implement a high-functioning model.
• Collaborate with Client Delivery for a great post-launch experience.
• Develop a scalable system and enforce consistency across contributors.
• Aggregate client feedback and contribute to product planning and prioritization.

Skills

Client support leadership

Enterprise SaaS experience

Healthcare/healthtech familiarity

Payer systems knowledge

Team building & management

Job description

Helm Health is seeking a senior leader to own and grow the client support function for payer and TPA relationships. You will triage, route, and resolve issues, while serving as the voice of the customer to product management.

This role sits in the Product organization and partners with Client Delivery to ensure a strong post-launch experience for clients and their members. You will lead a team, define SLA commitments, and build scalable processes to drive proactive, clear communication with