Customer Support Team Lead

Description:

The Customer Support team serves as the initial point of contact for post-website launch requests. The support team handles requests, complaints and feedback via phone and email through Salesforce. As team lead, this position will monitor all customer case handling of the team to ensure Time-to-Respond and Time-to-Resolve Service Level Agreements (SLA’s) are met without sacrificing customer satisfaction.

We are looking for a first-level supervisor or someone who is ready to step into their first management position. This role will manage a growing Customer Support team consisting of:

• 4 Support Specialists (size of team will grow as company grows)
• 3-5 volunteers from other departments who help with 6AM phone coverage
• An external answering service to handle after-hours and overflow

Our customer base consists of medical professionals (e.g., doctors, dentists, front-office managers of medical practices) who use our PatientPop marketing platform. The scope of support questions from customers includes:

• Requesting changes to their design or content to their website
• Billing questions
• Assistance with online scheduling and their practice portal
• Edits to web profiles
• General site revisions

Responsibilities:

In this role you will be responsible for

• Case queue management which includes employee scheduling, phone queue and managing volunteer schedules
• Manage the growing customer support team and oversee all aspects of the team including performance management, compensation and role and responsibilities.
• Manage case handling analytics including Salesforce cases, phone queue analytics, service level agreements and CSAT scores
• Manage internal and external escalations
• Work with other department managers
• Manage relationships with our Customer Success Managers
• Manage open tasks with other departments to ensure on-time completion
• Coach and support the team to meet bonus and OKR metrics

Skills:

• Ability to effectively communicate both written and verbally
• Organized and able to multitask
• Expertise in problem-solving
• Able to handle stressful situations
• Meet deadlines
• Positive motivator
• Proven leadership skills or experience
• Basic understanding of data analytic

Desired Experience:

• Experience using Salesforce.com Accounts, Contacts, Service Console, Cases, Knowledge Articles, Live Agent chat
• College degree and experience in the healthcare technology field
• At least 2 years of experience in a customer facing position
• Proven ability to drive results under pressure and in the face of ambiguity.
• Thorough understanding of the principles of EMR best practices.
• Ability to work with minimal supervision, including attempting to solve problems before asking for assistance.
• Ability to flourish in a high growth tech environment where change is constant.

Nice to haves:

• SaaS Industry Experience
• Account Management/Implementation Experience
• Knowledge/Experience with one or more of the following: Athenahealth, Dentrix, Greenway, Allscripts, AdvancedMD, Eaglesoft, eClinicalWorks, ChiroTouch.