Customer Success Associate

Why you should join us

Tandem is a generational opportunity to rethink how we bring new therapies to market, and our path to doing so is significantly de-risked – we have:

• Exponential organic growth: We have product-market fit and are growing rapidly through word-of-mouth. Tandem supports thousands of patients every week and is doubling physician user count every month. We will reach millions by 2025.

• An AI-first business model: Our approach is distinctly enabled by AI, but our business will get stronger (not commoditized) as foundation models improve. We are building durability through two-sided network effects that will compound over time.

• Top tier investors: With the traction to support conviction in our model, we raised significant funding from investors (including Thrive Capital, General Catalyst, Bain Capital Ventures, and Pear VC) to build an exceptional team of engineers and operators.

Our number one priority is scaling to market demand. We are looking for individuals who are high horsepower, high throughput, and hyper resourceful to help us increase capacity and grow. We move fast and need to move faster.

All full-time roles are in person in New York. You can learn more about working with us in the last section of this page.

About the role

What we’re doing is super complex, both in terms of business context and the tech required. It requires understanding the intricacies of health insurance rules, archaic healthcare systems, and what makes experiences effective for patients, providers, and pharmacies. In this role on our team, you’ll need to become deeply familiar with all of the above to deploy across the company on problem solving.

This is the kind of role which involves constantly learning new things. Your work will directly support patients and their providers with their prescriptions, figuring out how to most efficiently get them their medication. In addition, you will help us define our operational processes and inform our product design. You’ll build an appreciation for all the different challenges an early-stage company faces, as well as become super well-versed in US healthcare.

If you join, you will:

• Become an expert in the world of medication access, ranging from how every relevant type of health insurance process works to how GoodRx coupons work under the hood.

• Represent Tandem directly with patients, supporting them with questions about their prescriptions and insurance via text and over the phone.

• Translate complex situations from data available in our internal systems into explanations that are easy to understand.

• Develop standardized, scalable processes and workflows to improve operations and user experience.

• Collaborate with the rest of our team to prioritize product development as we balance supporting patients with building a long-term profitable business.

We’ll be most excited if you:

• Have experience in a role that requires analytical problem-solving, thoughtful communication, and outcome ownership, either full-time or through formal internships.

• Know how to deal with ambiguous problems.

• Are pragmatic and can see the bigger picture.

• Know how to treat others with empathy.

• Are high output and bias toward action.

This is a list of ideal qualifications for this position. If you don't meet every single one of them, you should still consider applying! We’re excited to work with people from underrepresented backgrounds, and we encourage people from all backgrounds to apply.

Working with us

Tandem is based in New York, with our full team working out of a beautiful and spacious office in SoHo.

We run as a high-trust environment with high autonomy, which requires that everyone is fully competent and operates in line with our principles:

• Commit to audacity."Whether you think you can, or you think you can't – you're right.”

• Do the math. Be rigorous, assume nothing.

• Find the shortest path. Use hacks, favors, and backdoors. Only take a longer road on purpose.

• Spit it out. Be direct, invite critique, avoid equivocation – we want right answers.

• Be demanding and supportive. Expect excellence from everyone and offer help to achieve it.

• Do what it takes to be number 1. We work hard to make sure we win.

We provide competitive compensation with meaningful equity. Everyone who joins early will be a major contributor to our success, and we reflect this through ownership and pay.

We also provide rich benefits to ensure you can focus on creating impact:

• Fully covered medical, vision, and dental insurance.

• Memberships for One Medical, Talkspace, Teladoc, and Kindbody.

• Unlimited paid time off (PTO) and 16 weeks of parental leave.

• 401K plan setup, FSA option, commuter benefits, and DashPass.

• Lunch at the office every day and Dinner at the office after 7 pm.

Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Tandem (for full-time employees). Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity.