PatientPop - the first Practice Growth Platform serving the healthcare industry - helps practices grow, modernize their patient experience, and streamline their front-office. The company's SaaS platform manages the patient journey from first impression to the examining room, and picks-up again after treatment is complete to nurture and recall patients when the time is right.

We are on a mission to find our Director of Customer Support who will be responsible for the scaling, planning and execution of all Customer Support Center operations. Core duties include management of processes to consistently meet our Service Level Agreements (SLAs) without sacrificing customer satisfaction. Tactical emphasis is on customer care and quality management. Performance metrics include, but are not limited, to call/contact efficiency, resolution rate, low abandonment rate, etc.

The successful Director is continually engaged in leading and inspiring the team in developing and documenting best practices in the performance of all duties and responsibilities. This role will manage a growing Customer Support team consisting of:

• Internal Support Specialists
• 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, office managers of medical practices) who use the PatientPop marketing platform. The Customer Support Center handles requests via phone, email and live chat. The scope of support cases includes:

• Requesting changes to their design or content to their website
• Billing questions
• Assistance with online scheduling and their Practice Portal
• Troubleshooting of integration with their back-office Electronics Medical Records (EMR)
• Profile edits to local directories, health directories or Search Engine listings

Responsibilities:

• Experience forecasting call volumes and headcount to meet forecasted demand
• Provide strong, dynamic leadership that mentors and develops team members to efficiently leverage the value of every call/contact
• Manage metrics, ensuring customer satisfaction and reporting statistical performance levels related to Customer Care Center
• Develop ongoing Root Cause Analysis with Corrective/Preventive Actions
• Foster a positive, supportive, high morale, high integrity, energetic work environment

Desired Experience:

• Scaling a Customer Service organization from the ground up
• Strong customer service orientation
• Bachelor’s degree
• Minimum of 5 years of experience with Call Center or Customer Care Center management experience
• Proven ability to drive results under pressure and in the face of ambiguity.
• Ability to flourish in a high growth tech environment where change is constant.
• Experience using Salesforce.com Service Cloud
• SaaS technology experience
• Healthcare industry experience

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws , including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.