We are a rapidly growing telehealth managed services startup dedicated to providing thousands of patients nationwide with access to life-changing treatments. As we expand our customer base, we seek an experienced Customer Care Team Director to oversee our care team. The ideal candidate will manage customer care communications, email strategy, technology, and staffing.
Key Responsibilities:
Lead and mentor the customer care team to ensure exceptional customer satisfaction and retention.
Develop and implement processes to enhance customer loyalty and engagement
Analyze customer data and feedback to identify areas for improvement in the customer experience
Collaborate with cross-functional teams to resolve customer issues and implement process improvements
Manage customer service-related technology and process projects, ensuring successful implementation
Develop and maintain customer service SOPs and escalation procedures
Utilize data and processes to enhance automation and customer self-service capabilities
Monitor and report on key customer success metrics
Requirements:
Experience with Intercom, Aircall, and transaction email flows
Customer service leadership experience
Strong analytical and process-driven thinking skills
Experience in DTC customer management; telehealth or digital health experience a plus
Excellent communication and interpersonal skills
Ability to problem-solve and optimize processes
Why Join Our Team:
We are dedicated to improving access to life-changing treatments and delivering exceptional patient care. Joining our team means making a meaningful impact on the lives of many individuals. We offer a collaborative work environment, competitive compensation, and opportunities for professional growth.
Our Mission:
We are committed to improving America's metabolic health problem by educating the world about metabolic health challenges and providing safe access to medical advice and treatments backed by science and outcomes.
If you are a customer-centric individual with a passion for success in a fast-paced telehealth startup, we invite you to apply. Please submit your resume and a cover letter detailing your relevant experience and why you are the perfect fit for this role.
Employment type
Full-time
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