Our mission is to help the right doctors practice at the right hospitals to treat the right patients. We leverage a passion for technology, medical education, equity, and data-driven research to optimize physician recruitment, starting with the medical residency recruitment process.
Our philosophy is that the opportunity to practice medicine in an ideal environment should be accessible to all, and ample medical research has shown that this results in patients getting better healthcare outcomes overall. We built a comprehensive interview management platform, backed by evidence-based research, to innovate, streamline, and optimize the residency recruitment process.
Our cloud-based software is used by hospital program administrators and faculty to manage all the moving pieces involved with application review, scheduling, interviewing (including virtually), scoring, and ranking. We work with ERAS (the centralized application clearinghouse) and the NRMP (where the match algorithm does its magic). Applicants use Thalamus to sign up for interviews in real time (like OpenTable) and manage their calendars.
Thalamus was born out of our founders’ first-hand experience navigating this stressful and costly process during a particularly challenging interview season disrupted by Hurricane Sandy. Since then, the company has scheduled over 4M interviews for 350K+ physicians. Over 750 academic medical centers and hospital systems in the US & Canada — representing 7,000+ residency and fellowship programs in over 150 specialties — trust Thalamus to recruit their next generation of physicians.
With Thalamus's strategic collaboration with the Association of American Medical Colleges (AAMC) announced in April 2023, nearly all academic medical centers and all medical residency and fellowship applicants will use Thalamus going forward. We are the premier solution and experts in Graduate Medical Education (GME) recruitment. The company is backed by prominent VCs in Silicon Valley.
This is the critical phase in the life of a physician dedicated to the dream of practicing medicine. Every year, approximately 50,000 medical students apply, and 35,000 match, to become medical residents at hospitals throughout the US. We’re honored to play our role in this process.
Role Description
The Manager, Customer Support will oversee the performance and service delivery for a team of full-time Customer Experience Managers and 3rd party support contractors, who are collectively responsible for maintaining customer SLAs and promoting a Raving Fan experience when users reach out for help. As the Manager, Customer Support, you will report to the Head of Customer Experience, and be responsible for delivering top-tier support SLAs (CSAT & first reply), reducing time to ticket resolution, and promoting a positive working culture that supports the principles set forth in ThalOS (Thalamus’s comprehensive company culture guidebook).
With time, there is potential for this role to expand its scope to include customer advocacy and enablement, which are focused on reducing ticket volume and promoting customer success (product adoption and NPS). Simply put, this role ultimately has the potential to be responsible for building a community of raving fans. These additional areas are executed through 1:many customer education strategies (i.e. Online Academy, Webinars, user guides, etc), 1:many proactive intervention based on customer journey milestones, and community engagement activities (i.e. events, rewards programs, etc).
You will…
Build and manage a high performing support team, including third party contractors
Be accountable for your team’s success as measured by their delivery of our top tier support SLAs, efficiency, and employee satisfaction
Become an expert in Thalamus’s products and establish a standard of excellence for the support team
Drive operational efficiency through ensuring proper team training, documentation (internal and external), and repeatable processes
Work collaboratively with the Head of CX, Head of Product, and Head of Engineering to deliver a Raving Fan customer experience through industry-leading support operations
You should have…
Prior experience managing a 24/7 support team, including 3rd party contractors
Experience working with Zendesk or a similar Ticket Management System
Strong people management skills and a passion for fostering a collaborative team
Excellent communication skills and high emotional intelligence
A technical aptitude and proven ability to become a product expert in a short period of time
Prior experience working in a startup environment
A strong desire to join a mission-led company
Bonus
Prior experience being accountable to a revenue target
Experience driving customer retention and expansion
Experience with building an online community forum
Experience in the healthcare space
The salary range for this position is $100,000 - $125,000 and a grant of stock options. Final compensation will be determined based on experience, skills, and geographic location.
Our Mission, Vision, and Strategy ...
Our Mission (what We're Trying To Accomplish)
To help the right doctors end up in the right hospitals to treat the right patients
Our Vision (why It Matters)
To help doctors achieve their life dream of practicing medicine
To help hospitals serve their mission and their community
To help the broader healthcare system improve patient care
Our Strategy (how We're Going To Do It)
To use technology to fundamentally improve the process of helping match the right doctors to the right hospitals
Our Values ...
Bravery with Purpose: We are leaders. Thalamus was founded to challenge the status quo, no matter how ingrained a process might be. We take chances while calculating risk. Even when opportunities don’t go as expected we study our results and try again.
Imagination Optimized: Imagination requires knowledge; without knowledge there are only ideas. At Thalamus, we imagine and create optimized solutions for our team, partners, and customers. We are flexible in approach, efficient in process, and nimble in scope and scale. We encourage personal and professional learning, collaboration, and growth.
Genuine Collaboration: We are passionate about our work and how we do it. We support our team, partners, and customers with respect, integrity, and sincerity. We rely on each other to achieve our goals accurately and efficiently. We are a better company when we are a better team.
We are opportunistically equitable, so diversity, inclusion, and belonging can flourish.
Our Commitment ...
Thalamus is a mission-driven organization centered on the belief that our company should model what we want of the US healthcare system, that the diversity of providers aligns with patient populations. We believe this is best achieved by building a team with a diversity of backgrounds, cultures, and experiences, including “distance traveled.” Thalamus is an equal opportunity employer. We do not discriminate based upon race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation, and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age, sexual orientation, Civil Air Patrol status, military and veteran status, and any other consideration protected by federal, state, or local law. We encourage those who really want to make an impact and who exemplify our core values to apply for our open positions.
This position is based in the United States, and you must be legally authorized to work in the United States.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
Referrals increase your chances of interviewing at ThalamusGME by 2x