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Support Team Lead

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Salt Lake City, United States Nursa Full time

Nursa is a healthcare platform that directly addresses the severe staffing challenges confronting the U.S. healthcare system by connecting qualified registered nurses (RNs), licensed practical nurses (LPNs), and certified nursing assistants (CNAs) seeking flexible work with facilities in need of help. Founded in 2019, we are a rapidly expanding venture backed startup whose mission is to put a nurse at the bedside of every patient in need. With your help, we will be able to enrich the lives of nurses and be a valued partner in delivering effective, compassionate patient care in every market we serve.

Role overview:

Nursa's Customer Support Team is on the front lines working with Nursa platform users through inbound customer support channels. As the primary contact for our users, the Customer Support Team will support facilities and clinicians by answering basic technical and process questions about the Nursa app.

As the Customer Support Team Lead, you will oversee a team of Customer Support Agents and be responsible for coaching, training and monitoring their progress to ensure success for them as individuals, your team, and Nursa overall. You will be responsible for ensuring that the inbound support channels are constantly being executed with quality responses, and first-class customer service. Outbound and call back channels will also be worked in accordance to their respective SLA's under the direction of the Supervisor and the Director of Customer Support.

You will be responsible for solving and troubleshooting issues for your team members, coordinating their schedules, and creating a motivating and encouraging environment. The successful candidate will be a self-starter, a people-loving individual, with empathy for our target users (facilities and clinicians), and their team. You have integrity, grit, and are willing to roll up your sleeves, dive in, and do the work, in addition to being willing to ask for help and guidance when needed.

Responsibilities:

  • General team supervision, which includes assessing the performance of the team; providing coaching and feedback; monitoring PTO as needed; coordinating 1:1s with your team; and curating a fun, supportive and diverse culture
  • Ensuring a fully staffed Support Team for each shift, anticipating and filling any gaps in the inbound support schedule; maintaining the schedule for your team; confirming accuracy with Payroll; ensuring team members are working when scheduled and finding coverage when needed
  • Supporting your team by taking escalated calls, or assisting with de-escalating calls; attending other business meetings and knowledge sharing with your team; stepping in to support customers when needed
Qualifications:
  • Self-starter with a will-do attitude
  • Acute problem solving skills, with the ability to pay close attention to detail
  • Previous Customer Support or Success experience required, experience previously leading a team is preferred
  • Google Suite experience required
  • Positive demeanor in the midst of change or adversity
What you get in return:
  • Opportunity to revolutionize healthcare industry and build both relationships and teams that make a tangible impact
  • We empower team members to act intelligently and be owners, believing that execution is everything, and have designed a learning-focused environment where you get ongoing support and regular feedback to help you grow
  • An opportunity to join an international team with a work culture that is based on trust, flexibility, and curiosity
  • Competitive salary and benefits


Closing:

Nursa is an equal opportunity employer. We aim to build a workforce of individuals from different backgrounds, with different abilities, identities, and mindsets. Even if you do not meet all of the qualifications listed above, we encourage you to apply