Customer Service Technology Lead

Job Summary

A company is looking for a Customer Service Technology Lead.

Key Responsibilities

• Map and refine the entire support journey including billing, pharmacy coordination, and clinical questions
• Build SOPs, routing rules, and SLAs that ensure compliance while balancing speed
• Own the Help Center and internal knowledge base, developing taxonomy and authoring standards

Required Qualifications

• 5+ years in Customer Service Operations or Support/Experience Ops, with 2+ years administering Intercom (or similar) in a regulated environment
• Proven ability to reduce handle time and improve CSAT/NPS while scaling processes
• Data-literate with experience in analyzing data and validating hypotheses
• Skilled in process documentation and training, translating complex information into clear instructions
• Familiarity with HIPAA and other regulatory frameworks; knowledge of SOC 2, GDPR, or PIPEDA is a plus