Customer Support Lead

Develop Health • Menlo Park, CA

2d

About The Position

Develop Health is on a mission to use AI to radically accelerate access to life-saving medications. By automating complex, manual healthcare processes—like benefit verification and prior authorization—we’ve grown from $0 to >$10M in annual recurring revenue in less than 2 years, and currently help more than 400,000 new patients every month.
We’re partnering with some of the largest pharmacy benefit managers and payers in the nation, revolutionizing how healthcare interactions occur by eliminating human delays and inefficiencies. Our small, elite team of founders and engineers have previously launched and exited successful healthcare startups including Rupa Health and Canvas Medical. We are now scaling rapidly following a major funding round.
About The Role:
We’re hiring a Customer Support Lead to serve as the front line of support for customers navigating prior authorization and benefit verification workflows. You’ll bring strong experiences in customer support, and you’ll help us build a world-class support function from the ground up.
This is a hands-on, high-ownership role at an early-stage company. It’s ideal for someone who thrives in ambiguity, loves solving hard operational problems, and wants to shape both customer experience and product direction as we scale.

Requirements

• 2+ years of customer support experience in a startup environment, ideally in healthcare or health tech.
• Customer-facing experience in support, account management, operations, or similar roles, with a track record of handling complex customer needs.
• Exceptional communication skills, including the ability to explain complex healthcare concepts in a simple, confident way.
• A problem-solving mindset: you enjoy investigating root causes, spotting patterns, and improving systems—not just answering tickets.
• Comfort working in a fast-moving, ambiguous environment where processes are still being built.
• Strong organizational skills and attention to detail, especially when managing multiple issues simultaneously.
• How Develop Health’s workflows and automation layer fit into real payer/PBM processes—and where our product creates leverage in customer operations.
• Our internal escalation paths, engineering workflows, and how to communicate issues in a way that leads to fast resolution.
• The nuances of how different payers interpret prior authorization and benefit verification requirements, and how those differences affect customer experience.

Nice To Haves

• Experience or interest with artificial intelligence tooling to help with day to day efficiency
• Strong understanding of the patient access journey—from prescription to dispensing—including common barriers, failure modes, and payer friction.
• Deep hands-on experience with pharmacy benefit prior authorization and benefit verification workflows on the payer or PBM side.
• Familiarity with SaaS platforms in healthcare and how to support enterprise customers across multiple channels.
• Experience building support processes, documentation, or training materials from scratch.

Responsibilities

• Own day-to-day customer support across benefit verification and prior authorization, serving as the primary point of contact for escalations and complex questions.
• Troubleshoot and resolve simple to moderate payer/PBM workflow issues, using your knowledge of criteria, timelines, and common failure points to guide customers effectively.
• Build early support foundations: document workflows, create internal playbooks, and help establish repeatable processes as volume grows.
• Partner closely with product and engineering to surface patterns in customer pain, communicate feedback clearly, and help prioritize fixes.
• Manage customer communications across email, online meetings, and Slack with clarity, professionalism, and empathy—especially in high-stakes patient situations.
• Help create training materials and resources for both customers and internal teams to scale knowledge and reduce repetitive support work.
• Build and scale our customer support infrastructure, including knowledge bases, escalation paths, tooling, and internal quality standards.
• Develop support metrics and reporting to improve response times, resolution rates, and overall customer satisfaction.
• Become a key voice in how our product evolves by translating support insights into high-leverage product improvements.
• Hire, onboard, and mentor future support team members as we grow—shaping the culture and operating rhythm of the function.
• Collaborate cross-functionally to ensure customer success at scale, especially as we expand across payers, PBMs, and enterprise partners.

Benefits

• Competitive salary + meaningful equity in a company growing 10× year-over-year.
• Health, dental, and vision coverage; flexible PTO.
• High-end workstation & tooling budget.
• The chance to improve the lives of hundreds of thousands of patients every month by making access to medication dramatically faster and easier.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed