Job Summary
A healthcare company that provides condition management and clinically-proven treatments for certain chronic conditions needs applicants for an opening for a Remote Customer Experience Manager.
Candidates will be responsible for the following:
- Helping the Care Team drive towards business goals by providing strategic functional support, and scaling your team for maximum efficiency without compromising our high standards of care
- Managing, coaching, and developing our team of Care Specialists and Care Coaches, and contribute to Care Team strategic planning and initiatives
- Representing the voice of the customer and Care Team at relevant internal meetings and functions
Must meet the following requirements for consideration:
- 5+ years of experience in a D2C support role, with at least 4 years of experience managing a team
- Experience coaching support specialists and conducting quality analysis of support tickets
- Experience with Zendesk or similar ticketing systems
- Proven analytical ability with comfort in capturing and interpreting qualitative and quantitative data, and distilling insights
- Demonstrated customer-first mindset and a commitment to continuously improving the customer experience
- Ability to pilot and implement new approaches to patient care with the goal of improving experience and increasing efficiency
