Head of Client Support and Operations
Helm Health · Columbus, USA ·
- Work mode
- Remote
- Seniority
- C level
- Category
- Support
- Experience
- 9+ years
About Helm Health
Helm is a Series A start-up transforming health insurance with "Dynamic Copay" – a new insurance plan that lets members see simple, upfront prices for all medical care before making decisions. Our team is building the infrastructure to power these plans for health insurance payors. With Helm, our clients offer simpler health plans to their members, helping them navigate to higher-value care.
Our team has specialized in Dynamic Copay solutions since 2020, and Helm is the only independent platform in the market. We have grown rapidly since our launch, working with clients from local health plans to the nation's largest health insurers. The market is forming around us, making it an exciting time to join!
Role Overview
This role will lead client support for Helm and will manage and grow a team supporting all payer and TPA relationships. They will drive the process to ensure issues are triaged, routed, and resolved, and serve as the voice that keeps clients informed with clear status and confident timelines. The role blends client-facing enterprise support, internal issue-resolution ownership, and voice of the customer in product management—with an intentionally evolving scope. This role sits within our Product organization and will work closely with our Client Delivery team.
You will be successful in this role if
- You've personally designed a customer support model for a B2B (or B2B2C, like Helm's) business.
- You've been in the trenches alongside product managers, data teams, and engineers.
- You get genuine joy from solving other people's problems.
- You have a thoughtful answer to: "Is the customer always right?"
Responsibilies
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, with heavy emphasis on our client's member and provider service teams.
- Build relationships with operations and IT team leaders at our clients; partner with them to implement a high-functioning support model.
- Work hand in hand with Client Delivery to provide a great post-launch experience for our clients and their members.
- Develop a scalable system. Enforce consistency across internal contributors.
Client engagement and growth
- Establish a culture of proactive, concise communication with our clients.
- Escalate stale or blocked items internally with appropriate urgency. Speak openly and directly with any internal stakeholder.
- Work closely with clients to configure plans and onboard employer groups as they add members to the platform.
- Work with Product and Engineering to establish a consistent employer onboarding process across clients - this will drive growth for our clients (and thus for Helm!)
Product development
- Act as an aggregator of client information and product feedback. Constantly share internally.
- Bring structured, evidence-based recommendations to product planning and feature prioritization.
- Proactively raise unresolved issues, push for timelines, and advocate for our clients all the time.
Qualifications
- 6–9+ years of experience in client support, client delivery, or operations roles within healthcare technology or enterprise SaaS companies. Ideal candidates have worked in high-growth start-up environments.
- Experience setting up or managing a support team. Ideal candidates have designed and built an enterprise support or consumer support function from scratch.
- Strong understanding of technology tools and vendors that support great client engagement and support experiences.
- Preference for direct experience in healthcare or healthtech. Ideal candidates will have worked directly with health insurance payers or third-party administrators.
- Familiarity with payer systems (e.g., claims administration platforms) and healthcare data exchanges (e.g., 837 EDI) is a major plus.
Compensation
The target base salary range for this position is $160,000 - $220,000 and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by several factors, including experience, skills, location, internal pay equity, and other relevant business considerations.
Benefits/Offerings
- 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
Occasional Travel
We meet quarterly as a company.
Please note that this is a fully remote opportunity.