Customer Operations Specialist

About Our Client

Our client is on a mission to transform type 2 diabetes and weight-loss care. Current treatment approaches aren’t working—over half of US adults have either type 2 diabetes or prediabetes, and obesity rates are at an all-time high. The company is changing this by helping people reverse their metabolic condition through innovations in technology, personalized nutrition, and virtual care delivery reinvented from the ground up.

Our client has raised over $350 million from top-tier investors, and partners with the largest health plans, employers, and government organizations to help their employees and members restore their health and take back their lives. Join the mission to reverse diabetes and obesity in one billion people.

About The Role

Our client is seeking a detail-oriented and proactive Customer Operations Specialist to join a dynamic Implementation team. In this role, the specialist will execute on tasks required to maintain key customer lifecycle operations. The specialist will work closely with cross-functional teams to assist in resolving issues efficiently and help advocate for client needs. The ideal candidate is a strong communicator and problem-solver with a passion for operational excellence. This role offers an opportunity to contribute directly to company growth in a fast-paced, mission-driven environment.

Key Responsibilities

• Customer Lifecycle Operations: Complete tasks required to launch new groups within partnerships, program eligibility configuration changes, and operationalize customer expansions and terminations.

• Issue Resolution: Under guidance from a manager or senior team members, provide support in triaging and resolving routine issues by applying established policies and procedures. Escalate high-priority or complex issues as necessary.

• Cross-Functional Collaboration: Work well with others to complete tasks and projects related to the customer lifecycle, such as setting up eligibility checking for new groups going live with the organization, testing eligibility, completing user acceptance testing and coordinating on completion of tasks needed to process a customer termination.

• Communicate clearly with other departments, peers and manager to ensure all relevant parties are informed.

• Process Knowledge: Learn and apply understanding of the organization’s business model and operational processes to effectively complete tasks, including new group launches, customer expansions into new products and documentation in Salesforce and other trackers, and provide support to the broader Customer Success department, sharing relevant process information as needed.

• Process Documentation: Assist in the creation and maintenance of standard operating procedures (SOPs) for customer operations processes.

90 Day Plan

Within the first 90 days, the expectation is to:

• Immerse in the organization's mission, products, and values
• Build relationships with collaborators across Customer Success, Support, and Product teams.
• Learn core tools (Asana, JIRA, Salesforce, Notion) and workflows for tasks to be performed
• Begin completing tasks for new group launches and customer expansions under guidance
• Provide support in triaging and resolving routine issues by applying established policies
• Increase independence in handling routine customer operations tasks
• Make and share observations that contribute to workflow improvements

Must-Haves

• Passionate about bringing the organization's Treatment to those who need it most
• 2+ years of experience in customer operations, project coordination, or a similar supportive role within digital health or healthcare industry
• Foundational technical proficiency with project management tools (e.g., Notion, Asana, JIRA) and CRM systems (e.g., Salesforce); eagerness to learn more advanced functionalities
• Ability to build effective relationships with internal team members and external customer contacts
• A strong interest in identifying inefficiencies and contributing to streamlining processes
• Ability to support in resolving routine issues and contribute to cross-functional problem-solving efforts
• Ability to manage timely execution of assigned tasks and projects
• Inquisitive, asks probing questions to understand the details behind a customer request or issue in order to better problem-solve
• Comfortable in a fast-paced and ever-evolving environment
• Strong written and verbal communication skills.
• Detail-oriented and analytical.

Values-driven culture

The organization's values drive its culture, so success is likely if:

• People are put first and care is taken for oneself, peers, and patients equally
• There is a strong sense of ownership and initiative is taken while empowering others to do the same
• Positive impact is prioritized over busy work
• There is no ego and an understanding that everyone has something to bring to the table regardless of experience
• Transparency is appreciated and trust and empowerment are promoted through open access of information
• Decisions are evidence-based and data and science are prioritized over seniority or dogma
• Risks are taken and rapid iteration occurs

Additional Information

The compensation range for this role is $61,009 - $71,775.

As part of duties, there may be contact with sensitive patient information that is governed by HIPAA. Throughout a career with the organization, adherence to the organization's security and privacy procedures is expected to ensure patient information remains strictly confidential. Security and privacy training will be provided.

As a remote-first company, the team is spread across various locations with office hubs in Denver and San Francisco.

Clinical roles: The organization currently does not hire in the following states: AK, HI, RI.

Corporate roles: The organization currently does not hire in the following states: AK, AR, DE, HI, ME, MS, NM, OK, SD, VT, WI.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”