Remote Head of Client Support & Operations — Growth & Equity

Helm Health Corporation; Northern (KY); Hybrid; USD 160,000 - 220,000; Full time

Benefits offered by this job

Bonus + equity

Unlimited PTO (mandatory 12 days)

Computer + home office stipend

401(k) + matching

Medical, dental, and vision insurance

Autonomy and room for career growth

Job summary

Helm Health Corporation is seeking a seasoned client support leader to drive the client support function across payer and TPA relationships. You will triage, route, and resolve issues while acting as the voice of the customer in product planning, collaborating with Product and Client Delivery teams.

You will shape the support model, SLA commitments, and scalable processes, working remotely with enterprise clients in the healthtech space to grow Helm’s footprint and client satisfaction.

Qualifications

• 6–9+ years of experience in client support, client delivery, or operations roles within healthcare technology or enterprise SaaS companies.
• Experience setting up or managing a support team, ideally designing an enterprise support function from scratch.
• Strong understanding of technology tools and vendors that support client engagement and support experiences.
• Preference for direct experience in healthcare or healthtech, with payer or TPA exposure.

Responsibilities

• Own the client support function.
• Deliver a best-in-class support experience for our clients.
• Define and own SLA commitments for all clients.
• Work daily with client users, focusing on member and provider service teams.
• Build relationships with operations and IT leaders at client organizations to implement a high-functioning support model.
• Collaborate with Client Delivery for a strong post-launch experience for clients and their members.
• Develop a scalable system and enforce consistency across internal contributors.
• Establish proactive, concise communication with clients and escalate issues with urgency.
• Onboard employer groups and configure plans as they add members to the platform.
• Work with Product and Engineering to standardize employer onboarding across clients.

Job description

Helm Health Corporation is seeking a seasoned client support leader to drive the client support function across payer and TPA relationships. You will triage, route, and resolve issues while acting as the voice of the customer in product planning, collaborating with Product and Client Delivery teams.

You will shape the support model, SLA commitments, and scalable processes, working remotely with enterprise clients in the healthtech space to grow Helm’s footprint and client satisfaction.