Job Description
Senior Director, Customer Support
United States
Operations
Full time
Remote
Description
As a Senior Director, Customer Support, you will lead our internal help desk team. The goal of this department is to solve problems for clients and their patients, and provide exceptional customer service and support in real time. You will provide guidance and feedback to our technical support desk as they respond to calls, emails, and instant messages from clients and their patients. You will help this team grow and support the broader organization by proactively analyzing response metrics. It’s critical that you are results-driven, product-savvy and can quickly learn how to use new tools. We are looking for someone who has a burning desire to meet challenges head-on and succeed. If this sounds like you, then we want to get to know you.
Key Duties & Responsibilities:
- -Directly manage Customer Support Manager and indirectly manage a team of Customer Support Associates as they respond to technical support questions that arrive by phone, email, and IM.
- -Analyze department metrics including customer satisfaction ratings, response time, Support the logistics team, making sure that products get to patients that need them, reusable medical devices are retrieved and recycled, and any issues with missing or non-working parts are resolved.
- -Reach out to patients to make sure their experience is excellent and any problems they are having are resolved. This may involve interfacing with their clinician or the Current Health clinical staff.
- -Collect and organize information gained during client interactions and collaborate with cross-functional partners to route feedback essential to process improvement and Product innovation.
- -Be a subject matter expert on Current Health’s product offerings helping clients optimally utilize our technology as they go live (including training end users).
- -Support Customer Support Manager as needed in resolving escalated Customer Support issues or urgent client concerns and coaching involved team members as appropriate.
- -Forecasting support volume to grow and expand Support team to meet organizational and customer needs.
Requirements
Essential Requirements, Qualifications & Experience:
- 5-8 years in a senior leadership role within a Customer Support environment
- A proven track record of growing a Support team to continuously meet company demands
- Experience working for a medical device, health IT, or digital health company
- Comfort with ambiguity and rapidly changing priorities
- Experience collaborating with teams across multiple levels, from Associate to C-Suite, to provide vital feedback for Company Growth
Desired Requirements, Qualifications & Experience:
- Experience within a startup environment
- Experience using Zendesk, or similar ticketing system
- Familiarity working with a range of end-users, particularly serving healthcare
Benefits
- 401k contribution up to a maximum of 3% on base salary
- 70% contribution towards Health, Optical and dental plans including partner and family.
- 1 x Life & AD&D Insurance
- Holidays: 33 days per year inclusive of public holidays
- Flexible, autonomous working environment
- Travel expenses covered
- Spec your own environment
- Employee Assistance Program
- Team events