We Breathe Life Into Data
At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease.
As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.
The Opportunity at Komodo Health
This role will oversee both strategic initiatives and day-to-day operations within Customer Support at Komodo Health, ensuring our tools, data and processes enable a scalable and efficient support organization.
The successful candidate will have a strong background in program and project management, excelling in fast-paced environments where adaptability, strategic thinking and continuous improvement are key. They should demonstrate ownership, a problem-solving mindset and the ability to lead cross-functional initiatives that enhance operational efficiency, data integrity and self-service capabilities. This role is critical in driving scalable solutions, optimizing workflows and enabling the support team to deliver seamless customer experiences.
Looking back on your first 12 months at Komodo Health, you will have accomplished…
- Drove operational excellence by implementing best practices, eliminating inefficiencies and ensuring consistent service quality.
- Developed self-service and deflection strategies, improving customer autonomy and reducing support ticket volume.
- Owned and optimized the support tool stack, ensuring systems like Zendesk, Salesforce Service Cloud and Jira Service Management were effectively managed, integrated, and aligned with the broader Support strategy.
- Evaluated and integrated new technologies to improve self-service, automation and customer support workflows.
- Ensured data integrity and accessibility by integrating support data across multiple platforms for better decision-making.
These are the essential job duties you will be responsible for …
- Implement and maintain key support tools (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management) to enhance efficiency and scalability.
- Streamline vendor management and system administration, ensuring tools remained aligned with business needs and support strategies.
- Develop and maintain robust reporting frameworks using Tableau, Salesforce, Jira and Google Sheets to track key support metrics (e.g., resolution time, CSAT, deflection rates).
- Designed and implemented scalable workflows that improved efficiency, reduced customer friction and enhanced agent effectiveness.
- Optimize global case routing, workforce management and capacity planning to support business growth.
- Collaborate with Engineering, Product, Analytics and Data teams to align support strategies with broader company goals.
- Develop and maintain the internal knowledge base, ensuring support agents have the resources needed to resolve issues efficiently and accurately.
What you bring to Komodo Health:
- Experience implementing and managing customer support platforms (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management).
- Strong ability to evaluate and integrate new tools that enhance support efficiency.
- Proficiency in Tableau, Salesforce, Excel/Google Sheets for data analysis and reporting.
- Experience tracking, measuring and optimizing KPIs for customer support operations.
- Ability to build automated dashboards that provide real-time insights for leadership.
- Strong background in workflow optimization, workforce management and global case routing.
- Proven track record of implementing process improvements that enhance operational efficiency.
Additional skills and experience we’d prioritize (nice to have)…
- Experience working in rapidly growing organizations.
- Experience in healthcare or life sciences industries.
- Jira Admin experience.
- Functional understanding of SQL and use of Tableau
#LI-Remote
The pay range for each job posting reflects a minimum and maximum range of annual base pay that we reasonably expect to pay for this position within the US. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work experience, geographic work location, relevant training and certifications, business needs and market demands.
The starting annual base pay for this role is listed below. This position is also eligible for commissions in accordance with a written agreement or plan. This role may also be eligible for equity awards. In addition, this role is eligible for benefits including, but not limited to, comprehensive health, dental, and vision insurance; flexible time off and holidays; 401(k) with company match; disability insurance and life insurance; and leaves of absence in accordance with applicable state and local laws and regulations and company policy.
San Francisco Bay Area and New York City:
$143,000—$180,000 USD
All Other US Locations:
$124,000—$155,000 USD
Where You’ll Work
Komodo Health has a hybrid work model; we recognize the power of choice and importance of flexibility for the well-being of both our company and our individual Dragons. Roles may be completely remote based anywhere in the country listed, remote but based in a specific region, or local (commuting distance) to one of our hubs in San Francisco, New York City, or Chicago with remote work options.
What We Offer
Positions may be eligible for company benefits in accordance with Company policy. We offer a competitive total rewards package including medical, dental and vision coverage along with a broad range of supplemental benefits including 401k Retirement Plan, prepaid legal assistance, and more. We also offer paid time off for vacation, sickness, holiday, and bereavement. We are pleased to be able to provide 100% company-paid life insurance and long-term disability insurance. This information is intended to be a general overview and may be modified by the Company due to business-related factors.
Equal Opportunity Statement
Komodo Health provides equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Top Skills
What We Do
Improving lives through the largest, most actionable Healthcare Map™.
At Komodo Health, we partner with our customers to improve patient care and reduce disease burden through data-driven insights. The Komodo Health Platform delivers patient-level insights by dynamically analyzing the broadest array of data across patients, practitioners, and health systems.
We put patients at the center of clinical innovation.
Healthcare today is all about delivering value — improving patient outcomes while reducing healthcare costs by helping our customers put life-saving therapies in the hands of people that need them the most.
The Komodo Health software platform provides access to a broader array of healthcare stakeholders in over fifty therapeutic areas. Our comprehensive Healthcare Map™ helps:
+ Life Sciences extend the reach of innovative therapies
+ Patient Advocacy align investments toward the right patients and practitioners
+ Healthcare Practitioners address unmet medical needs in their communities
+ Payers increase care quality while reducing cost
Let’s work together to reduce the burden of disease. Please learn more by visiting us at www.komodohealth.com
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