Customer Support Manager
1 week ago
We are seeking a highly motivated and experienced Customer Support Manager to join our team at VieCure. As a key member of our customer support team, you will be responsible for providing exceptional customer service and support to our growing client base.
Key Responsibilities:- Mentor and develop Client Support Specialists to ensure career growth and opportunity.
- Support the set-up and continuous improvement of a customer support desk operation.
- Identify, propose, and implement best practice processes that support a first-class customer support service.
- Review and monitor the customer support operation, reporting regularly to managers on key metrics and performance indicators.
- Support the team of Customer Support Specialists, acting as the subject matter expert.
- Collaborate with colleagues across the business to support a best practice customer support operation.
- Provide coverage of in-bound interactions, including calls, chats, and cases.
- Respond to all requests with a customer-focused approach.
- Critically think and help customers to resolve issues within the platform.
- Educate customers to better understand an issue and how-to self-serve, where applicable.
- Provide detailed notes on customer interactions within our Zendesk platform.
- Follow through to assure problems are resolved.
- Coordinate problem resolutions with various internal contacts & teams.
- Create bug tickets with detailed steps to reproduce and screenshots.
- Create and maintain customer-facing knowledge-based articles.
- Continually develop in-depth product knowledge to resolve user questions and issues.
- 3+ years of leading a Customer Support / Call centre team in the medical industry (ideally MedTech).
- 8+ years of Customer Support experience in the medical industry, working with users, handling issues and requests on the phone and through digital channels (ideally MedTech).
- An understanding of software development and QA methodologies, tools, and processes.
- Prior experience with the Zendesk platform is preferred.
- An understanding of a clinical workflow environment (strong preference for experience in an oncology setting).
- Experience of working with EMR / EHR software.
- Logical thinking and disciplined task execution skills.
- Excellent organizational and reporting skills, experienced with dashboards and assigning tickets to engineering and managing/monitoring/communicating outcomes and feedback.
- Clear and accurate written and verbal communication skills, coupled with high social intelligence, tact, and a demonstratable understanding of excellent customer service.
- Disciplined attention to detail.
- The ability to work independently and as part of a team, prepared to assist colleagues in areas where they are less familiar, as well as feel comfortable to ask for assistance when encountering the unfamiliar.
- Communication skills: Clear and accurate written and verbal communication is a must. Tact is a necessity as the role requires communicating with individuals with all levels of technical and non-technical skill sets.
- Time management skills: Part of working on a team means working within other people's timelines and finishing your work within reasonable timeframes. You won't know when a problem might arise, so keeping on schedule requires strong time management skills.
We invite you to join our team and help us empower cancer patients to live their best lives.
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