About Goodbill

Goodbill’s mission is to build trust and confidence into every health care transaction.

People spend over $100 billion of their own dollars every year, often going into debt, for hospital goods and services they don’t trust or understand. We’re a remote-first company that uses data and automation to fix that by helping people understand, audit, and ultimately save money on their hospital bills.

We’re looking for an unrelenting, curious, and empathetic Customer Support Lead to help our customers navigate the hospital billing process alongside the Goodbill experience.

About the role

You will:

Message with customers, via email and async in-product chat (all managed in our ticketing software, Front), to answer questions about the Goodbill product, the billing process in general, and their negotiations.
Unblock customers by understanding where the customer is in the process, any problems, and what’s left to be done. This may involve checking their case in our internal tooling and working with our operations team to get updates or expedite cases.
Create internal documentation, snippets/macros, and any other resources helpful to reduce time to completion, increase customer satisfaction, and hit our support SLA metrics.
Partner with the Growth team to identify opportunities to craft helpful content to empower customers.
Work closely with our Product and Product Operations teams to identify, prioritize, and advocate for fixes to issues impacting the customer experience.
Train and onboard support teammates, as necessary, to maintain SLA metrics as Goodbill helps more and more customers.

You are:

A deeply empathetic, kind, and clear communicator. Our customers are often stressed and anxious, their bills are often very expensive, and they’re working through a complicated, time-sensitive billing process. We strive to reduce that stress and anxiety with every touchpoint, where possible, through kind and clear communication.
Addicted to speed. Startups are a sprint and a marathon at the same time. We have a duty to our customers to make every day count and give customers faster service than they otherwise expect in medical billing.
Insatiably curious. You love to learn, dive into the details, and understand things as much as possible. You don’t hesitate to ask questions and proactively do your own research, where necessary. You’re excited to learn the ins and outs of medical billing, our product, and how the two intertwine.