Vendor Operations Team Lead

4 days ago

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growtherapy

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Description

• About us: Grow Therapy is on a mission to serve as the trusted partner for therapists growing their practice, and patients accessing high-quality care. • We are looking for a team lead for our BPO Operations Centralized Team, providing top-notch service to our clients. • You’ll play a critical role in building out our client support team, both onshore and offshore, ensuring our team meets metrics for first response, time to resolution, and CSAT. • You will be a part of a remote friendly team, reporting directly to the Senior Manager of Vendor Operations. • Lead, coach, and mentor team members to ensure high performance and professional growth. • Track and analyze team performance metrics such as first response time, time to resolution, and CSAT. • Conduct daily quality checks on support interactions to ensure adherence to company standards. • Provide support and guidance to team members in managing difficult communications and resolving issues. • Ensure the team meets or exceeds service level agreements (SLAs) and performance targets. • Manage and prioritize multiple tasks and responsibilities to maintain smooth operations.

Requirements

• You have 4+ years in customer support, preferably product-focused, technical, or healthtech, and at least 1 year of experience leading 3+ people in a frontline support role. • You have experience working with or coaching a BPO team. • You are comfortable in a high-volume contact center environment, providing quality checks, and working to SLAs and performance metrics. • You have excellent communication, data proficiency, and attention to detail skills. • You have a bias for action, operational excellence, and adaptability.

Benefits

• The chance to drive impact within the mental healthcare landscape from day one • Comprehensive health insurance plans, including dental and vision • Our dedication to mental health guides our culture. Wellness benefits include (but are not limited to): • Flexible working hours and location (remote OR in-office, your choice!) • Flexible Time Off • Company-wide winter break • Mental health mornings (2 hours each week) • Team meditation • Wellness Stipend • In-office lunch and biweekly remote lunch on us! • Continuous learning opportunities • Competitive salary • The opportunity to help build a rapidly scaling start-up organization by taking strong ownership of your work, mentorship, and our unbounded leadership opportunities