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Customer Support Lead

| Santa Monica

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, email, and chat through Salesforce. As Tier 2 Team Lead, you will monitor team case volume to ensure Time-to-Respond and Time-to-Resolve Service Level Agreements (SLA’s) are met for our Premium Support customers. This role is also responsible for monitoring and triaging after hour (including weekend) escalations from our answering service to make sure high priority cases are addressed.

Our customer base is made up 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

Our current team consists of:

  • 1 Support Lead
  • 10 Tier 1 Support Analysts
  • 2 Tier 2 Support Analysts

We are looking for a 2nd Lead to directly oversee our Tier 2 Support Analysts while also providing a supporting role for the Tier 1 team.

Responsibilities:

  • Manage an existing external answering service to handle after-hours and overflow
  • After hours triage and resolution
  • Management of Premium Support customers and level 2 technical support issues
  • Employee scheduling
  • Modifying DNS
  • Setting up and configuring email servers
  • Secure Socket Layer (SSL) installation
  • Troubleshooting website related issues
  • Manage a 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 & teams
  • Manage open tasks with other departments to ensure on-time completion
  • Coach and support the team to meet bonus and OKR metrics
  • Other projects as assigned

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 analytics
  • 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.

Desired Experience:

  • Minimum 1 years of leadership experience
  • Experience using Salesforce.com, Service Console, Cases, Knowledge Articles, Live Agent chat
  • College degree
  • Knowledge of DNS, SSL
  • Ability to troubleshoot basic web hosting and technical procedures
  • Understanding of email and email settings.
  • Proven ability to drive results under pressure and in the face of ambiguity.
  • Thorough understanding of the principles of EMR best practices.

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.
  • Web development 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • VueLibraries
    • Backbone.jsFrameworks
    • LaravelFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • InVisionDesign
    • SketchDesign
    • MoqupsDesign
    • Google DrawingsDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM

Location

A block from Ocean Ave., the beach, tons of restaurants and Third Street Promenade: eat, sunbathe, shop -- or do all three -- on your break.

An Insider's view of PatientPop

What’s the vibe like in the office?

There's a lot of chemistry. All of us are, honestly, really good friends. I know that sounds cheesy and everybody probably says that, but we do a lot of fun stuff together outside of work. Those relationships make communication and collaboration that much stronger during work.

Kirsten

Manager of Customer Success

What kinds of technical challenges do you and your team face?

We are currently working on ways to streamline our internal workflows. I love creating and improving our automation tools so that our implementation managers can focus more on their providers and less on the backend.

David

Web Administrator

How does the company support your career growth?

PatientPop allows the flexibility for us (graphic designers) to push our platform's limits and learn how to create within boundaries, which is vital to the success of any artist.

Patric

Sr. Website Designer

What unique initiatives do you have that encourage innovation?

At PatientPop, we’re big believers in transparency. It’s important to Travis and myself that we arm our employees with all of the information they need to make decisions. We empower them to make those decisions autonomously.

Luke

Co-Founder and Co-CEO

What unique initiatives do you have that encourage innovation?

On the engineering team, everyone from interns all the way to a Sr. Engineers are given a lot of autonomy and responsibility. So you’ll notice as early as your first day, you're already working on the product and with the team to get something delivered. That's really unique.

Aashin

Director of Engineering

What are PatientPop Perks + Benefits

PatientPop Benefits Overview

Our healthy work environment demonstrates that we value our team members, and their happiness and well-being contribute to our business success.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
PatientPop provides over 20 partnerships with local studios for employee discounts along with wellness classes onsite!
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
PatientPop offers 12 weeks of paid paternity leave for primary caregivers.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Three weeks paid time off for all employees and four weeks for tenured employees of three years or longer. We also provide a $1500 vacation stipend at your fourth anniversary!
Paid Volunteer Time
We encourage employees to give back and offer 16 hours of paid volunteer per year.
Paid Holidays
10 paid holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

As a company we share common values of honesty and accountability. We’re mentors and team players who believe that happy employees support one another at all levels of the business. Leadership sets the tone for an organization, and we focus on fostering a positive, collaborative environment.

Our people are at the core of our strategy, so it’s our mission to attract and retain the very best talent in the industry. We implement world class training for our teammates and next generation of leaders, and create a transparent performance management system that rewards exceptional performance.

Our healthy work environment demonstrates that we value our team members, and their happiness and well-being contributes to our business success.

Here’s a quick look at a few of our many perks:

Paid time off:
Three weeks of paid vacation
Paid Volunteer Time off
Employee Anniversary Awards such as PatientPop swag, birthdays off, a vacation stipend and additional PTO at anniversary milestones.

Professional Development:
PatientPopTalks - Speaker series that brings new conversations and discussion topics regarding technology, design, healthcare, business trends, etc.
PatientPop University
Employee and manager mentor program

Employee Wellness:
100% Fully paid health care, dental and vision plans for employees
Weekly wellness events including in office massages, meditation, yoga, pilates and more
Sponsored team sports like volleyball, softball, basketball and a running club

Office Perks:
Dog-friendly workplace; you can bring your best friend to the office (every day is a great day with our furry friends running around)
Weekly catered lunches
Kombucha and cold brew coffee on tap
Delicious snacks stocked daily, including local, organic produce
Flats of La Croix in every flavor

Team Building:
Team events including trivia night, board game night, baseball games, beach days
Community volunteer events including paid volunteer time off days
Ping pong tournaments (our CEOs play, too)
Regular themed company happy hours
Monthly birthday celebrations

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