Customer Experience Champion

You consider yourself to be a customer and user advocate. You enjoy answering questions and solving new problems for new people on a daily basis. You’re happiest when you are working on a variety of different projects and are comfortable managing changing priorities.

You are patient and empathetic. You have a growth mindset, are naturally curious, and seek continuous learning in everything you do. You like to research and to write. You thrive in an independent work environment. And you enjoy creating workflows that reduce the need to do the same thing twice.

Healthcare professionals are busy, always on the go, and fatigued from the industry norm of hard-to-use tech that rarely works from their phone. An employer’s success in healthcare staffing often comes down to who can move great candidates the fastest through the hiring flow.

Alongside our passion for bringing user-centric technology into this industry, we are committed to stepping outside of the industry norm to provide our customers with a hyper-responsive and human-centered experience throughout every step of their journey on the Kamana platform.

As our first Customer Experience Champion, you’ll be on the frontlines of support and success for both sides of our customer base – healthcare professionals and healthcare employers (currently focused on travel nurses, allied health professionals, and staffing agencies). You’ll support our day to day Customer Success and Support operations by doing things like:

• investigate and respond to support requests via Help Scout (calls are rare, but possible)
• personally welcome new users and guide them on their journey to success on the platform
• document feature requests, bugs, and feedback in our project management tool, Asana
• identify trends in customer feedback, and turn them into insights for our team
• support aspects of new customer onboarding (such as data migrations or user training)
• collaborate across our customer success, marketing, and product teams on special projects

Experimentation is frequent. Comfortability with being uncomfortable is a must.

While there will be flexibility in the timeframes that you work, the ability to establish a predictable schedule – with occasional availability on nights, weekends, & holidays – is a must. We are open to a unique schedule that would help enable our aim to provide around-the-clock support (our success/support team members currently sit on the east coast).

Requirements

You have a proven track record in a client(user/customer/people)-facing role. You have been independently responsible for critical operational tasks within a business.

You have developed a love of thinking critically to get the root of issues quickly, and have the skills to clearly communicate resolutions in a friendly and approachable way.

You have ideally leveraged help desk and ticketing software to maximize efficiency, but in any case you have appreciation for ensuring every level of customer interaction feels human.

A clinical background and/or knowledge of the healthcare staffing industry would be amazing. If you’ve been a travel healthcare professional or worked within a healthcare staffing agency in any capacity, we may be willing to overlook the specific experience mentioned elsewhere in this post.

Having been on the ground floor of a fast growing startup, with a desire to repeat this journey, may also set you apart from other candidates, but is not required as long as you are up for wearing many hats!

Experience writing and maintaining support content in the tech world would be helpful. Lastly, a history of helping define operational systems and processes in the world of customer support and success would help get you to the top of the list.

Benefits

Kamana is a remote-first team. We leverage software such as Asana, Slack, and Geekbot to collaborate effectively across time zones, and work however we are the happiest and most productive.

You can typically find us spread between Virginia, Colorado, Florida, Nebraska, Pennsylvania, Texas, Tennessee, Alabama, and Wyoming. Prior to COVID-times we used to meet up on occasion for face-to-face collaboration. We’ll plan to resume this at least once per year when the world allows it, likely in a post-COVID-19-vaccine era.

We often work 9 to 5 but appreciate the need for flexibility and trust each other to find a schedule that fits our lives best. On occasion you’ll find us burning the midnight oil. But it’s more because we want to, not because we have to.

We offer a competitive salary and a comprehensive benefits package that spans medical, financial, and quality of life benefits. Think medical, dental, and vision insurance, a 401K with company match, a flexible schedule and paid time off policy, paid vacations, the tools you’ll need to be successful, and the flexibility you’ll need to put your health and family first.