Nov 9, 2022
In order to create the greatest possible customer experience for our providers (therapists and other mental healthcare specialists with private practices), we are seeking a seasoned people manager and customer support specialist (people receiving therapy). Your assistance will be used to develop and inspire our customer service employees. You will direct a team of customer service/support specialists who promptly and correctly address inquiries from consumers via chat and email. You will play a crucial role in our team's efforts to maintain high NPS and client retention. You will collaborate with a largely remote team in this remote role.
You have at least 4 years of experience specifically in customer service/support. We’d also strongly prefer some experience with responding to customers via chat.
The ideal candidate has worked with enterprise customers.
You have at least 2 years of experience managing a team of at least 3 people to achieve specific and measurable goals. Bonus points if you’ve grown the team!
You are comfortable with numbers. You make decisions based on data and can measure team performance based on metrics.
You’re known as the calm in the eye of the storm. When emotions run high, the team knows they can turn to you.
When you are given a broad goal, you can create a plan to meet that goal, and then execute your plan.
You’ve built metrics around time to respond and time to resolution.
You have strong communication skills and can quickly and succinctly present your ideas to company executives.
You have a bias for action and care about delivering results and meeting deadlines.
You have a proven, quantifiable track record of achievement, as demonstrated by your academic and/or professional pursuits.