Scanwell Health (S18)
Smartphone-enabled, at-home diagnostics

Customer Success Manager

Los Angeles / Remote
Full-time
3+ years
About Scanwell Health

Scanwell Health makes healthcare more accessible through smartphone-enabled, at-home diagnostics. Scanwell's innovative approach lets people test from anywhere, skip the waiting room and get same-day results. By quickly diagnosing acute illnesses, chronic diseases, and rare conditions, Scanwell accelerates the path to treatment. Our first product is the only FDA-cleared over-the-counter app that provides testing and treatment for urinary tract infections (UTIs).

About the role

About Scanwell Scanwell Health is an app that turns your smartphone into a clinical lab. By pairing traditional lab tests with computer vision technology, we make it possible to test from the safety of home and get instant results, without having to send samples back to a lab. Our technology helps healthcare organizations provide better virtual care and improves access to diagnostics in low- and middle-income countries. Most recently, we’ve partnered with global medical technology company BD to power at-home testing for COVID-19.

About the job As a Customer Support Manager, you’ll be responsible for creating the Scanwell customer support experience. You'll also be responsible for growing the team. This is a great position for someone looking to grow with a scaling startup and looking to make an impact on the world!

Some responsibilities include: Improve customer service experience, create engaged customers and facilitate organic growth Take ownership of customers issues and follow problems through to resolution Set a clear mission and deploy strategies focused towards that mission Develop service procedures, policies, and standards Keep accurate records and document customer service actions and discussions Analyze statistics and compile accurate reports Recruit, mentor, and develop customer support team and nurture an environment where they can excel through encouragement and empowerment Keep ahead of industry’s developments and apply best practices to areas of improvement Control resources and utilize assets to achieve qualitative and quantitative targets Adhere to and manage the approved budget Maintain an orderly workflow according to priorities Work with different teams (e.g. product, engineering, design) to create the best user experience

What we’re looking for Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager Experience in providing customer service support Excellent knowledge of management methods and techniques Proficiency in English Working knowledge of customer service software, databases, and tools (we use Help Scout) Awareness of industry’s latest technology trends and applications Ability to think strategically and to lead Strong client-facing and communication skills Advanced troubleshooting and multi-tasking skills Customer service orientation Passion about building great experiences and being empathetic with our users Experience working with different teams across the company

Bonus points for Previous startup experience Experience in healthcare, medical devices, or related industries Fluent in Spanish Scanwell Health is committed to having a workforce that is reflective of the diversity within the United States. As an equal opportunity employer, we encourage applications from candidates from underrepresented communities, Indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contribute to the diversification of Scanwell Health.

Benefits Hybrid work setup Medical, dental, and vision insurance HSA with match 401k with 4% company match Generous paid time off policy Charitable donation matching Stipend for home office setup and food delivery

Technology

Scanwell Health is building software that turns your smartphone into a medical testing lab. The core of our business is developing custom computer vision algorithms using OpenCV to make scanning your medical test as easy as taking a picture. Our backend application is built with Rails and hosted on Aptible. We leverage GCP offerings such as Colab, Firestore, and Cloud Functions for internal research, and we want to expand this into a world-class research platform one day.

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