Customer Support Manager at Kalderos

| Chicago
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At Kalderos, it is our mission to redefine how the business of healthcare performs by providing clarity to the current disjointed drug discount management system. We’re looking for passionate individuals to join us as we fulfill that mission together. 
Kalderos is looking for an experienced Customer Support Manager. In this role you will be accountable for building a strategic customer support model and assisting our leadership team in planning, hiring, 
and standing up the customer support function for Kalderos’ products. Also, you will be responsible for leading the customer service activities for Kalderos. This includes responsibility for the daily execution of the customer support processes of order management, account management, incoming call volume 
and daily issue resolution as well as the coaching and performance management of their respective team and any relevant third-party vendors.
  • Excellent Compensation 
  • 401K plan
  • Healthcare Benefits
  • Training Allowance Fund
  • Flexible Schedule
  • Working for a Startup Company with a collaborative and positive culture
  • A Fair PTO system that allows for a healthy work life balance 
  • Opportunity to work on new technologies and learn new skills 
  • Cross functional training opportunities
  • Guidance from a transparent leadership team
  • Celebration and education stipend 
  • Understand business needs in order to create and establish a sustainable and scalable business model designed for growth.
  • Manage and maintain daily processes and procedures within all aspects of the Customer Support team to achieve excellence in service provided.
  • Primary focus on improving customer experience.
  • Create and manage various team reports (KPI’s) to understand CSR performance, Alignment, tracking, reporting and delivery to objectives and KPIs while level setting performance accountability and expectations.
  • Provides guidance to employees with issue resolution, being resourceful, and working with other relevant teams such as Customer Success & Development to achieve expedient results. 
  • Studies schedules and estimate time, cost, and services to understand cost to serve.
  • Develop benchmarks and implements processes for monitoring progress on work activities, such as incoming work volume, completion rates, and pending requests to ensure all inquiries flowing into the team are handled in a timely and accurate manner.
  • Establish proper follow-up methodology with any and all relevant parties and makes sure inquiries do not ‘slip in the cracks. 
  • Recruit, hire, train, and evaluates new and existing employees, and initiates promotions, transfers, and disciplinary actions accordingly. 
  • Collect and document customer requirements and procedures. 
  • Handle day-to-day customer and employee issues and any elevated and complex customer service complaints. 
  • Implement service level standards and administer clear performance metrics and targets for the entire team as designed by the Global Customer Operations team. 
  • Document and execute to various customer-based and organizational SLA’s. 
  • Lead and/or support efforts to develop and implement process and procedures based on best practices that enable the Customer Support team to perform their responsibilities in a more efficient and cost savings manner. 
  • Motivate and empower staff through effective and open communication, performance feedback and team building.
  • Exerts influence in the development of overall objectives, assignments, and long-range goals of the organization Ensures the creation and proper maintenance of departmental SOP’s and/or SWI’s.
  • Lead procurement efforts for any necessary support-related third-party vendors and manage the ongoing relationships.
  • Bachelor's degree in IT, CIS, MIS, Business Administration or related field and experience contributing to and leading a team of support specialists. 
  • Five years’ experience working in an environment providing B2B technical support using industry standard support desk solutions including knowledge base and best practices (large enterprise clients preferred.)
  • Prior experience establishing a customer support function for a growth stage enterprise software company.
  • Awareness of best practice support solutions and processes, with an interest in AI-driven and/or automated tools.
  • Ability to effectively lead a dynamic work queue in a fast-paced, enterprise customer SaaS business. 
  • Experience supporting and managing multiple customer environments and products operating under change control for all configuration changes and updates. 
  • Experience managing remote resources and third-party vendors e.g. call center.
  • Ability to adjust support assignments to best align with client’s needs. 
  • Strong problem-solving skills and maintain focus in a demanding environment. 
  • Excellent oral, listening and written skills to effectively communicate with customer contacts. 
  • Experience as a technical mentor/teacher to develop a high performing team.
  • Capable of building cross functional relationships with other departments such as IT, Development and Professional Services to ensure quality support enterprise SaaS customers.
  • Familiarity with technical topics like APIs, EDIs & SQL preferred. 
  • Familiarity with enterprise software implementation including API and EDI integrations is a plus.
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Technology we use

  • Engineering
  • Product
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • react.semantic-uiLibraries
    • ASP.NETFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • DockerFrameworks
    • Microsoft SQL ServerDatabases
    • SparkDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • PrincipleDesign
    • StorybookDesign
    • AvocodeDesign
    • FigmaDesign
    • JIRAManagement


Looking over the Chicago River, we’re located in a WeWork in the heart of Chicago’s downtown.

An Insider's view of Kalderos

What's something quirky about your company?

Our culture encourages individuality and strong opinions. There is never a shortage of thoughtful recommendations or particular preferences. All of these differences make our conversations lively - but always progressing towards our goal of bringing transparency and trust to the healthcare space.


Client Relationship Manager

What kinds of technical challenges do you and your team face?

As a front end developer, I'm building technology to help improve our customer's experience with our product. Some of the challenges I face involve ensuring what I build integrates effectively with the applications of my cross functional peers. When a problems arise, I know we have an amazing & knowledgeable group of people I can count on.


Lead Developer

How does the company support your career growth?

We’re a team of smart, passionate and self-directed professionals who thrive on creativity and innovation. Our approach is to foster an environment where people can be constantly expanding their technical skill set and pitch in to solve problems as they discover them -- which results in greater, broader responsibility and professional advancement.



What is your vision for the company?

Kalderos is a purpose-driven group of multidisciplinary collaborators -- our purpose is to bring transparency to one of the most opaque parts of the healthcare system. Our solutions will empower all stakeholders in the healthcare ecosystem to focus on improving the well-being of people, rather than financial engineering.



What’s the vibe like in the office?

Our vibe is a combination of trust, collaboration, and stimulation. We’re a young company with big ideas, super smart people, and an eagerness to make some real change. The general attitude is -- be yourself, dress how you want, and get ready to solve some big problems.


Product Designer

What are Kalderos Perks + Benefits

Kalderos Benefits Overview

We are looking for people that are committed to fulfilling the Kalderos mission and vision. We understand that our employees are the most important asset we have in accomplishing our goals and we believe in providing our employees a robust set of benefits to balance their health, finances, and work/life.

Health: We believe that all of our Kalderos team members deserve access to quality health plans and the options to find one that fits you and your family’s needs.

Finance: We know that there is a lot to worry about when trying to balance your current and future personal
finances and have provided a number of benefits to help alleviate some of the concerns.

Work/Life: We value the time and effort that our employees put into making Kalderos a success and want to make sure that we provide employees benefits to most effectively manage your lives outside of work.

Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Dental Benefits
Kalderos offers two plans through Aetna and MetLife.
Vision Benefits
Kalderos offers two plans through Aetna Vision and Metlife Vision.
Health Insurance Benefits
Kalderos offers four comprehensive plans through Aetna. Additional coverage includes free membership to One Medical, Health Advocate and Teledoc.
Life Insurance
Kalderos offers supplemental life insurance through MetLife.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Kalderos offers a fully-vested matching contribution of 100% on the first 3% of employee deferrals, plus 50% on the next 2% deferred
Company Equity
Kalderos offers stock options as part of our standard compensation package.
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Flexible Work Schedule
At Kalderos, we are focused on getting things done, not on the hours you spend on getting things done.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Kalderos offers a self directed, fair PTO policy. We have a minimum number of PTO days (10) for employees but no maximum.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Kalderos offers pre-tax dollars to pay for your commute on the L or Metra.
Company Outings
Game Room
Happy Hours
At Kalderos, we like to celebrate all of our successes whether big or small. We don’t think the small ones ever get enough recognition, that is why we make sure to celebrate them every Thursday.
Fitness Subsidies
We have an on-site gym with a one-time initiation fee.
Home Office Stipend for Remote Employees
We offer a $250.00 home office stipend.
Professional Development Benefits
Diversity Program
Lunch and learns
Kalderos hosts monthly lunch and learns lead by our leadership and teammates.
Promote from within
Continuing Education stipend
Kalderos wants to foster a culture of continuous personal exploration and improvement - we offer money to develop new skills, refine existing skills, and explore areas of growth for your development.

Additional Perks + Benefits

Beyond our fair PTO policy, flexible working schedule, collaborative work environment, continuous education stipend and weekly happy hours we also are proud to offer a celebration stipend because we believe in celebrating successes whenever they are a part of life or work.

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