Manager - Customer Support

4 days ago

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Therapy Brands

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practice management software • electronic health records • revenue cycle management • patient engagement • clinical data capture

201 - 500

💰 Private Equity Round on 2018-07

Description

• Oversee and assist customer service employees in their job duties • Mentor and develop a team of Customer Care Specialists through training and guidance around industry-leading best practices for customer support and de-escalation • Mentor and develop Team Leads • Serve as a daily point of contact for customer escalations to ensure gold standard customer service • Assist in the establishment and subsequent execution of efficient and balanced workflows that maximize efficiency and produce high levels of quality support and customer satisfaction • Monitor queues to ensure service level objectives are being met, suggest, or take any necessary action to course correct any deficiencies in this performance • Schedule appropriate number of resources to cover hours of operation and after hours/holidays if necessary • Identify and foster team and individual growth opportunities in conjunction with the strategic vision of the Customer Experience leadership team • Increase customer satisfaction, loyalty, and advocacy • Build a bridge between teams to improve internal processes, the customer experience, or foster collaborative efforts • Guide team in effective customer issues resolution including escalations • When necessary, facilitate information sharing sessions such as lunch and learns to help new team members with any hurdles they are experiencing • Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement • Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation/Training • Knowledge Base Content creation and ability to develop/update SOPs

Requirements

• Strong communication and leadership skills with the ability to motivate a team • Strong analytical skills • A drive to make a positive impact on the people and culture where you work • Excellent written communication and verbal skills, as well as strong listening skills • Possesses strong customer relation skills • Subject Matter Expert in at least 1 to 2 products • Ability to handle multiple competing priorities • Must speak fluent English • Perform in an effective and timely manner all the tasks required • Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, and drawing valid conclusions • Methodically resolve complex operational issues • Experience working remotely and/or with distributed teams is a must • Infrequent/occasional travel may be required for initial training and/or annual retreats