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. 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 3M interviews for 300K+ physicians. Over 300 academic medical centers and hospital systems in the US & Canada — representing 2500+ residency and fellowship programs in over 100 specialties — trust Thalamus to recruit their next generation of physicians. Over 90% of all applicants pass through Thalamus. 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.
We are seeking a collaborative, motivated individual to join our team as a Customer Experience Manager. You will provide direct communication and support to our customer base through support ticket resolution, trainings, creation of user materials, and other community engagement activities to improve the experience of our customers. We are scaling up, and you will have a seat at the table as we grow. If you want to be integral to creating something great, Thalamus is where you will want to be.
You’ll have opportunities to shine across multiple dimensions…
- by becoming an expert on all Thalamus products, knowing the in’s and out’s of how the product works, how it doesn’t work, and where we can provide workarounds for our customers.
- by communicating with customers directly via Zendesk to provide effective, accurate, and efficient support for customer inquiries.
- by leading customer trainings (group & 1:1 trainings) on all Thalamus products / support topics.
- by creating and updating customer training materials and knowledge base articles.
- by working with the Product Team to escalate and report product issues / bugs.
- by engaging in other community building activities such as Community Forums and industry conferences.
- by using the off-season to work with other Thalamus functional teams – and within the CS team – to identify and optimize new and existing processes and tools.
- by working independently on assigned projects, maintaining status & communication about each project to stakeholders through appropriate channels.
- by providing internal product & customer training to new Thalamus team members.
You’ll have a high probability of success in this role if you have…
- a knack for teaching, taking complex information & processes and chunking them into easy-to-learn pieces.
- a natural love for technology and software products as well as an understanding of how to best use and leverage them to get jobs done.
- excellent time management and task management skills.
- a proven ability to work in a largely self-directed environment, effectively prioritizing and completing work.
- deep expertise in GME and/or SaaS customer support / learning & development.
- skills in using deductive reasoning and diagnostic methods to determine the root causes of events.
- excellent communication and collaboration skills, incorporating multiple points of view and helping to align interests.
- an intrinsic orientation towards serving customers and delivering a “Raving Fans” level of delight.
- the ability to collaborate and work autonomously in a remote environment.
- availability for occasional evening and weekend shifts
- Bonus: Expertise in HR Tech and/or BI/Data Products
Our Benefits…
- Merit-based compensation: Competitive salary and equity opportunities. The salary range for this position is $60,000 to $70,000 per year and will include stock options.
- Work from anywhere: Roles are open to candidates located anywhere in the U.S. (United States)
- Hours: We optimize for results, not hours worked.
- Unlimited PTO (Paid Time Off)
- 401k
- Comprehensive health, dental, and vision insurance. Thalamus covers 100% of the premium cost for employees.
- Health and wellness perks including life & disability insurance, healthcare funding options like FSAs (Flexible Spending Account) and HSAs (Health Savings Account), pre-tax commuter benefits, an EAP (Employee Assistance Program) program, financial planning assistance, discounts on pet insurance, and a care concierge to help you navigate the healthcare system
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.
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.
This position is based in the United States, and you must be legally authorized to work in the United States.
We encourage those who really want to make an impact and who exemplify our core values to apply for our open positions.
How to apply…
If you got to this point, we hope you are excited about this role! Even if you feel that you do not meet all the requirements and qualifications, we still encourage you to apply. Do so by sending an email to Kevin Lindbergh, COO, at recruiting@thalamusgme.com. We are eager to speak with those who share our passion to create a great company and fill a critical need – not just those who match every point in our role description. When you write to us, please attach a PDF of your resume and share why we shouldn’t consider anyone else but you for this role.