Customer Care Team Lead

$60-70k

The Role

We are looking for a Customer Care Team Lead to manage one of the two Customer Care teams which provide support to RocketRx and ZipHealth (“DigitalRx”) customers.

This role will be responsible for supervising a team of Customer Care Advisors (expected 10-12), with responsibility for team adherence to efficiency, quality and SLA targets. This role will also provide support in delivering special projects with the aim of improving the service quality and efficiency or preparing for new launches.

This is a full time, permanent role. The preferred candidate will be based remotely in the US, however we will also consider excellent candidates based remotely in the UK.

Key responsibilities include:

Team Management

• Lead a team of CC advisors, setting the example for putting the customer first and providing best-in-class customer support.
• Embody the HeliosX values and celebrate success in the team. Encourage new ideas to improve the customer experience or efficiency of the team.
• Ensure the team has all the required information to excel in their roles. Communicate relevant updates to processes, new services and products to the team.
• Manage CC advisors to meet the set individual productivity, adherence and quality targets.
• Work with the second DigitalRx Team Lead to ensure SLA targets are met for shared brands, with support from the Ops Analyst.
• Complete the required team evaluations within the parameters set by the Quality & Learning Success Manager.
• Conduct regular 121 sessions with CC advisors, balancing empathy for both advisors and customers. Provide effective feedback to advisors, leveraging results of evaluations and target adherence.
• Ensure the team accurately and timely update the Complaints & Incidents log and manage/sign-off on any outcomes.

Team Reporting

• Provide weekly updates on productivity & SLA performance, at an individual advisor and team level.
• Identify causes for failed adherence to targets (individual or team level) and implement changes based on relevant data.

Special Projects

• Provide support in delivering special projects, with the aim of improving efficiency, quality or preparing for new launches.
• Example projects may include:
  • Deliver a targeted training programme and demonstrate evidence of improvement over specific areas of concern through targeted evaluations.
  • Deliver automation and efficiency improvement projects, without compromising the customer experience.
  • Work with the Clinical Ops Manager on any shared customer experience projects.
  • Prepare for a new service / product / geography launch by ensuring all internal documentation, training materials and resources are up to date, while also ensuring external customer resources ready to go e.g. website Help Centre.

Recruitment and Onboarding

• With support from Talent Ops, manage recruitment for any new advisors required in the team.
• Be part of the recruitment panel for the other CC teams.
• Monitor newly onboarded Customer Care Advisors’ adherence to targets.

Strategy and OKRs

• Identify opportunities within the team which are aligned with Customer Care and HeliosX OKRs.

What you’ll bring to HeliosX

• Experience of supervising a customer facing team, within a multi-channel high volume contact centre environment.
• Good understanding of customer service tools (e.g. Zendesk).
• Experience of delivering against team targets.
• Caring leader with a high level of customer and employee empathy.
• Detailed, process and results driven.
• Data literate and competent in Excel, or aptitude to upskill in this area.
• Skilled at providing effective feedback in a motivating manner.
• Nice to have – experience in a Digital Health business.