Back to jobs
New

Customer Support Lead, JobRobotix

Remote
 
Nomad Health is the first digital marketplace for healthcare jobs, efficiently connecting quality clinicians with rewarding career opportunities. Forbes recognized Nomad as one of the “Best Startup Employers”, Newsweek included Nomad on its "Most Loved Workplaces" list and Built In NYC named Nomad one of the “Best Mid-Sized Companies To Work For.” Our technology takes the busywork out of finding clinical work. We are a well-funded Series D startup backed by First Round Capital, RRE Ventures, 406 Ventures, Polaris Partners, Icon Ventures, Adams Street Partners, and Kevin Ryan (founder of MongoDB, Zola, Gilt, and DoubleClick). 
 
The U.S. healthcare system is experiencing a staffing crisis. Employers spend $20 billion per year recruiting clinicians to care for the rapidly aging U.S. population. Nomad replaces antiquated staffing agencies with modern technology to efficiently source, qualify, and hire medical talent on demand. Clinicians find better jobs with higher pay. Employers fill roles faster with higher quality care.  Nomad is a fast growing team of technologists, creators, and industry experts passionate about modernizing healthcare staffing so clinicians can get back to the work they do best: caring for others.
 
 

Position Summary

JobRobotix, a subsidiary of Nomad Health, is a leading provider of middleware software for the staffing industry. Our hallmark product, JobSource, enables staffing agencies to quickly and easily ingest job orders from hundreds of vendor management systems to the agency’s applicant tracking system (ATS). The JobRobotix Admin portal also gives agencies the power to clean job data before reaching their ATS, so our agency customers spend less time on manual data entry and more time filling job orders.

The JobRobotix Customer Support Lead is the primary point of contact for addressing customer support tickets. 5-star customer support is a cornerstone of our company’s differentiation in the market, and this role plays a primary role in delivering that value. The Customer Support Lead will be a subject matter expert in all JobRobotix products, and will configure customer implementations as well as teach customers how to best use our product.

Responsibilities/What You Will Do

  • Become a subject matter expert on all JobRobotix products
  • Partner with Account Management to build support documentation so customers can self-service their questions
  • Partner with the General Manager of JobRobotix to create and track metrics for managing the performance of customer support
  • Contribute to an environment of high accountability, teamwork and hard work
  • Day-to-day activities include:
    • Addressing customer support tickets in our customer service software
    • Aiding customers by phone and email to diagnose support issues
    • Training customers on JobRobotix products
    • Provisioning new customer accounts for JobRobotix products as part of their onboarding
    • Assisting customers with JobRobotix account configurations, including setting up connections to 3rd party software
    • Assisting with user acceptance testing (UAT) for customer implementations, e.g., diagnosing error messages, testing connections with 3rd party software
    • Diving into spreadsheets and reports to troubleshoot customer issues
    • Escalating product bugs to our Engineering team

Qualifications/ Skills - What You Will Need

  • Prior experience in a technical support role, with a proven ability to troubleshoot and document complex issues while collaborating effectively with cross-vendor technical teams
  • Comfortable working in a small startup environment
  • Comfortable with ambiguity, and operating in an unstructured environment
  • Strong desire to build robust team documentation
  • Strong desire to become a subject matter expert in a product suite
  • Highly accountable, team player, with a very strong work ethic
  • Customer-first mindset: you go above and beyond to make our customers happy
  • Excellent verbal and written communication skills
  • Basic understanding of MFA, OAuth or SSO
  • Familiarity with SQL, and ability to run simple queries.
  • Prior experience using tools such as Powershell, Postman or cURL to debug and validate third-party API integrations

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this position description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

Nomad Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.

Compensation for this full-time position encompasses both base compensation and variable compensation target of 5% of base compensation, which is not guaranteed and may be based on both individual and company performance. Base compensation is determined as a reflection of your skills, experience, and geographic location. Each geographic location has a benchmarked, specific modifier; below is general guidance on base compensation in key metro areas. Actual compensation may be slightly higher or lower.

  • Tier 1: $90,000 - $99,000 (NYC, SF, Seattle)
  • Tier 2: $80,000 - $88,000 (Boston, DC, Chicago, San Diego, Los Angeles, Austin)
  • Tier 3: $76,500 - $84,000 (All other locations)
 

Create a Job Alert

Interested in building your career at Nomad Health? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Nomad Health’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.