Growth Specialist

Sword Health is on a mission to free two billion people from pain as the world's first and only end-to-end platform to predict, prevent and treat pain.

Delivering a 62% reduction in pain and a 60% reduction in surgery intent, at Sword, we are using technology to save millions for our 2,500+ enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2023, this award highlights our focus on being a destination for the best and brightest talent. Not only have we experienced unprecedented growth since our market debut in 2020, but we've also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $2 billion, we are in a phase of hyper growth and expansion, and we're looking for individuals with passion, commitment, and energy to help us scale our impact.

Joining Sword Health means committing to a set of core values, chief amongst them to "do it for the patients" every day, and to always "deliver more than expected" on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 800+ (and growing!) talented colleagues, spanning two continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.

We are expanding our growth initiatives beyond traditional email and direct mail channels to drive enrollments through innovative marketing approaches. This Marketing Channels Analyst role is crucial in executing and optimizing new strategies, with a particular focus on building up inbound call resources and enhancing the customer support experience. We need an analytical and execution-focused individual who can translate strategies into actionable plans, optimize the member journey, and drive meaningful growth through improved conversion rates and member satisfaction.

We're seeking a Growth Specialist to support our expansion into diverse marketing channels and optimize the end-to-end user experience, with a strong emphasis on operational execution and campaign analysis. The ideal candidate will have experience in digital marketing, excellent analytical skills, and a keen understanding of customer support operations.
What you'll be doing:

Support the execution of multi-channel marketing campaigns, with a focus on driving inbound calls and online conversions;
Conduct in-depth analysis of campaign performance data to identify trends, opportunities, and areas for optimization;
Assist in A/B testing initiatives to continuously improve campaign effectiveness;
Generate comprehensive reports and insights to inform marketing strategy and tactics;
Analyze call data to identify trends, opportunities for improvement, and training needs;
Collaborate on developing and refining scripts and processes for inbound call handling;
Monitor and report on key performance indicators (KPIs) for inbound call operations;
Analyze customer interactions across various channels to identify pain points and opportunities for enhancement;
Assist in developing and implementing strategies to create a concierge-like experience for members seeking enrollment support;
Collaborate with the team to optimize the user journey from initial marketing touchpoint through to enrollment completion;
Utilize analytics tools to track and analyze member interactions and support tickets;
Develop and maintain dashboards to provide insights on operational performance and marketing effectiveness;
Identify key metrics and create regular reports to track progress against goals;
Work closely with the marketing, product, and customer support teams to ensure alignment of strategies and execution;
Communicate insights and recommendations to stakeholders across the organization;
Contribute to the development of best practices for marketing operations and customer support.
What you need to have:

3-5 years of experience in marketing, customer support, or related field with a proven track record of delivering on KPIs and revenue-driving targets;
Experience with performance tracking and reporting on key business metrics;
Excellent analytical and problem-solving skills;
Strong attention to detail and ability to manage multiple projects simultaneously;
Excellent written and verbal communication skills.
What we would love to see:

Experience in a B2B2C environment;
Experience with call center operations or customer support operations;
Knowledge of A/B testing and conversion rate optimization techniques;
Understanding of user experience (UX) principles and their application in marketing and customer support;
Demonstrated ability to optimize processes and improve operational efficiency.
To ensure you feel good solving a big Human problem, we offer:

A stimulating, fast-paced environment with lots of room for creativity;
A bright future at a promising high-tech startup company;
Career development and growth, with a competitive salary;
The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare;
A stimulating environment with room for creativity;
A flexible environment where you can control your hours (remotely) with unlimited vacation;
Access to our health and well-being program (digital therapist sessions);
Remote or Hybrid work policy.
*Please note that this position does not offer relocation assistance. Candidates must possess a valid EU visa and be based in Portugal.

US - Sword Benefits & Perks:

• Comprehensive health, dental and vision insurance*
• Equity shares*
• Discretionary PTO plan*
• Parental leave*
• 401(k)
• Flexible working hours
• Remote-first company
• Paid company holidays
• Free digital therapist for you and your family
*Eligibility: Full-time employees regularly working 25+ hours per week

Portugal - Sword Benefits & Perks:

• Health, dental and vision insurance
• Meal allowance
• Equity shares
• Remote work allowance
• Flexible working hours
• Work from home
• Unlimited vacation
• Snacks and beverages
• English class
• Unlimited access to Coursera Learning Platform

*US Applicants Only: Applicants must have a legal right to work in the United States, and immigration or work visa sponsorship will not be provided.*

SWORD Health, which includes SWORD Health, Inc. and Sword Health Professionals (consisting of Sword Health Care Providers, P.A., SWORD Health Care Providers of NJ, P.C., SWORD Health Care Physical Therapy Providers of CA, P.C.*) complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.