User Support Team Leader

2 weeks ago

Le Pontet, Provence-Alpes-Côte d'Azur, United States apree health Full time
User Support Team Leader

**Internal Candidates Only**

This role is pivotal in overseeing the operational functions and daily management of the Customer Support team. Reporting directly to the Customer Support Manager, this position is designed for individuals with a strong background in contact center operations.

A successful candidate will be a passionate advocate for users of Apree Health's applications, possessing strategic and analytical thinking skills, direct management experience, and the ability to thrive in a fast-paced, evolving environment. The primary objectives of this role include:

Key Responsibilities:

  • Manage the daily activities of a team within a rapidly expanding user support contact center, including outbound communication efforts.
  • Lead and develop a team of Customer Support Specialists dedicated to delivering exceptional customer service.
  • Ensure the team consistently meets or surpasses quality benchmarks and service expectations.
  • Initiate and lead cross-departmental projects aimed at enhancing user experience.
  • Collaborate with various teams within the organization, including the Escalation and Process Excellence Teams.
  • Address escalated issues and analyze trends related to customer-reported concerns, team challenges, and procedural inefficiencies.
  • Mentor and develop both in-office and remote T1 guides to ensure outstanding support and professional growth within Apree Health.
  • Assess user interactions via calls, chats, and emails in accordance with our Quality Assurance program, championing service excellence.
  • Set clear job expectations and provide constructive feedback to T1 guides based on metrics related to quality, customer satisfaction, operational efficiency, and teamwork.
  • Foster a positive workplace culture by embodying and promoting Apree Health's core values.
  • Prioritize initiatives in alignment with leadership's strategic goals and ensure ongoing project completion.
  • Collaborate with senior management to refine service models in response to business growth.
  • Conduct regular evaluations of departmental processes to identify and implement improvement opportunities.
  • Serve as a subject matter expert for strategic projects, customer-driven pilot programs, and custom solutions across the organization.
  • Support user satisfaction measurement and reporting initiatives, monitoring customer service levels and internal operations.
  • Be present to assist guides during in-office work hours.
  • Demonstrate effective people management skills.
  • Maintain high engagement and a customer-centric approach, showcasing excellent customer service techniques and interpersonal skills.

Qualifications:

  • Bachelor’s degree or equivalent experience preferred.
  • At least 2-3 years of management experience required.
  • Experience in customer service within a support center is essential.
  • Strong proactive work ethic and commitment to delivering high-quality results.
  • Excellent communication skills, both verbal and written.
  • Ability to lead through collaboration and influence others.
  • Proven ability to build and motivate effective teams.
  • Strong organizational skills, attention to detail, and adaptability to work effectively with cross-functional teams.
  • Previous experience in a software environment is advantageous.
  • Experience in the healthcare sector is preferred.

Travel Requirements:
Minimal travel, less than 10%

Compensation:
Competitive salary and bonus eligibility based on national averages, with variations in premium markets.

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