First, we invite you to take a pause. You just took the first step on a potential new career path and that should be celebrated.
Second, it is important to us that you know at Alegeus we are intentional about cultivating a diverse and inclusive culture. We challenge one another to recognize biases, honor our identities and celebrate our differences – these values enrich our workplace and drive our business forward. We recognize that our bold vision of transforming the healthcare industry requires the perspectives, experiences, talents, skills and passions of a diverse population. We believe that if our consumers come from all walks of life, so should we.
Alegeus is dedicated to promoting fairness and equality across all identities and our Inclusive Innovation committee holds us true to our commitment. Apply with confidence that you are joining an organization – a family – that is steadfast in making a difference.
Finally, if you are interested in any of the bullet points below – just apply! We don’t expect our applicants to be a cookie-cutter match to the job descriptions we post, and we certainly don’t expect you to know everything. We would much prefer driven individuals who are willing to learn than someone with 100 years of experience, but no passion for what they do. We know potential when we see it. So, take a chance and roll the dice; you might just find yourself landing your dream job.
If you are interested in disrupting the healthcare market, and have the passion and competence to do so, this is your organization. We encourage you to lean in and read on.
Alegeus is the market leader in consumer directed healthcare solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts, the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare. Over 300 clients – including health insurance plans, third party administrators and financial institutions – leverage Alegeus’ deep expertise and proven technology to administer benefit accounts for more than 29 million members and process more than $8.9 billion in consumer healthcare payments annually. As the healthcare and benefit markets continue to evolve, Alegeus delivers solutions that enable clients to evolve their service offerings, operate their businesses more efficiently, and focus on their customers.
Alegeus is part of the Vista Equity Partners portfolio of companies, working in partnership with the market-leading technology investment firm to reinvent the consumer directed healthcare marketplace. Our talented associates benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth.
Alegeus seeks a Sr. Director / VP of Customer Support to join our dedicated, passionate team of professionals. The Sr. Director / VP of Customer Support will report to the VP, Customer Success.
As the Sr. Director / VP of Customer Support, you will need to upgrade and build out a more mature support model to meet our customer demands. Currently there are three levels in the support organization, you will serve as the central point of accountability between our customers, customer success, and our product organizations. You will lead a team of approximately 20 customer support professionals who are responsible for providing timely and effective support in resolving customer issues. Metrics are critical and, in this role, you will focus on hitting or exceeding support delivery KPI’s - initial response, time to resolution, and first call resolution.
In this role, you will also have the opportunity to develop a long-term strategic view of our customer's support needs across products and different levels of support requirements, as well as develop and implement the strategy for complementary and high touch paid support for our customers. This position will be a true customer champion who finds satisfaction in solving problems, developing talent, and owning the technical success for our customers.
OUTCOMES (the “What”)
VALUES (the “How”)
At Alegeus, equally important to the “What” (the individual performance goals that each employee commits to in support of the company’s overall success) is the “How” (the framework of principles that guide how we work together to drive our business forward). Overall performance success will also take into account individual delivery on our corporate values:
PERSONAL CHARACTERISTICS, SKILLS & KNOWLEDGE