GoHealth is a leading developer of Web-based sales and online insurance marketing tools for the health insurance industry, helping insurance brokers, agents and carriers connect with customers and transact business more efficiently. We are revolutionizing the health insurance industry through technology. 

GoHealth made the Crain's Fast Fifty list in 2014, and we were named one of North America’s Fastest Growing Tech Companies on Deloitte’s 2014 Technology Fast 500.  

This is your chance to be at the right place at the right time, and work on a product with real-life relevance for all Americans.  

We have an exciting opportunity for an experienced support professional to manage, guide and grow the team of technical support engineers whose mission is to deliver exceptional service to our customers during every interaction. This position is based on leading, learning and teaching.  

Your critical thinking skills will be exercised along with motivational and problem solving talents. An ideal candidate will be excited about preventing issues, and consistently contribute to the progression of the customer support department. 

Responsibilities

• Run an effective technical application support team, combining strong technical acumen and a service orientation
• Ensure customers receive consistent and reliable service and support during each interaction 
• Create and develop alternative service options
• Measure business results through metrics, and make recommendations for positive directional change based on current and future needs
• Manage escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications get fulfilled
• Handle difficult or escalated customer issues with diplomacy and tact, ensuring issues are resolved in an effective, professional, and timely manner
• Build systems that deliver services aligning with SLA adherence, with up-sell opportunities, while using cross functional problem solving
• Build strong relationships, resulting in a positive and productive outcome for employees and customers
• Recognize the need for change, and work to move people, processes, and systems in a new direction

• Minimum 5 years experience providing complex SaaS customer support
• Minimum of 2 years managing technical support professionals
• B.S. in Computer Engineering, Computer Science, MIS, or related field
• Strong SQL skills, combined with a good understanding of web browser capabilities and web technologies (HTML, CSS, JavaScript, PHP, and JSP)
• Comfortable with internet based transport mechanisms (HTTP, FTP, SMTP) and command line interfaces
• Demonstrated track record of transforming an organization's success through customer focus and service
• Strong communication skills and ability, especially during escalated or tense scenarios
• Ability to be decisive and take action in any situation 
• Ability to manage ambiguity, and focus on developing the clearest paths possible
• Experience managing vendors providing outsourced technical support
• Proficient creating and reading of charts/reports of performance trends, quality trends, and SLA metrics
• Familiarity with popular help desk software and ticketing messaging systems

GoHealth offers a full benefits package, unlimited vacation, a very casual dress code and a fun, interactive working environment.