Head of Customer Success
San Francisco
Customer Success /
Full-Time /
On-site
In 2020, unpaid family caregivers provided an estimated 34+ billion hours of care, worth over $470 billion to the economy. COVID-19 devastated our care infrastructure, and millions left the workforce to provide care in home. As baby boomers age into retirement and increase demand for home care services, quality care becomes harder for families to find and afford. Now more than ever, families are compelled to provide increasingly complex care in the home as a safer, more affordable option for long-term care.
At Aidaly, we're on a mission to reimagine in-home care for our most vulnerable populations. Our unique model puts family caregivers at the center of care delivery and addresses SDoH from within the household. Aidaly provides family caregivers with the training, support, and compensation they need to deliver high-quality care in the home. With a combination of technology & human support, Aidaly’s platform empowers families to keep their loved ones living in their homes and communities longer while filling a critical homecare workforce need.
We’re backed with $8.5m in Seed funding from a world-class group of investors, including SevenSevenSix, Scribble Ventures, Operator Partners, Primetime Partners, Precursor, and many angels with deep fintech and healthcare experiences.
What You'll Do
- Work directly with leadership to shape and execute our customer success strategy from the ground up
- Continuously enhance effectiveness through technology and workflow
- Embody the Aidaly brand and values in every interaction with the customer
- Be on the front lines with our customers, taking inbound calls, updating sales tracking methodology, and managing onboarding with customers; field general inquiries and specific customer questions
- Obsess over ensuring every consumer receives the best possible payout from programs, benefits, and resources available to them
- Manage and contribute to the development of our robust database of programs and benefits
- Collaborate with the Product and Operations teams to design internal tools & systems that improve the customer experience
- Be the voice of the customer, communicating customer and market feedback to our executive team and cross-functional leads (sales, product, marketing, etc.)Document and operationalize all interactions with product and customer to ensure consistent UX across user types and geography
- Complete documentation on behalf of the customer and regularly update profiles of the customer to represent current state
Who You Are
- You have 5-10 years in a customer-facing role working in healthcare, human services, or similar
- You speak fluent English and Spanish
- You are based in San Francisco and excited to work in person 5-6 days a week
- You’re a logical thinker who looks hard at the evidence, works backward from the goal, and identifies the highest-leverage activities to achieve it
- You think long-term. You’re passionate about the work you do, the impact you have, and the results you deliver
- You love to win collaboratively with a strong team around you, and you loveeeee to delight customers
- LCSW/RN/MPH preferred, not required
- You want to work harder than you ever have before because you believe in our mission
Benefits
- Premium health insurance plan
- Generous stock options grant
- Competitive salary
- Generous PTO
- Annual company retreat
$115,000 - $135,000 a year
Expect to level up quickly in title and comp as you crush your goals!
At Aidaly, we offer competitive compensation and equity incentives. As a member of team Aidaly, you will have the opportunity to drive impact in your community and gain exposure to all functions of a growing business. Our team is high output and high trust; we care deeply about each other and invest in each other's growth and development.
If you take pride in getting things done, have healthy and positive communication skills, and have a passion for helping underserved families, we encourage you to apply.
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position. Aidaly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability.
