Sr. Customer Support Manager  

This is a managerial position but since you will be working with a small team of 4-6 members, this will require you to be hands on. This position and the team will be remote so experience managing remote teams is a plus.

You and the team will be handling inbound calls and chats from patients of a telemedicine platform. Prior healthcare experience is a plus.

Who We Are:

We are a telehealth platform which lets patients get prescribed generic medication via telemedicine online. We connect patients to licensed healthcare professionals, enabling people to access high-quality medical care—from wherever is most convenient. Our platform offers products and services available across 47 states in the USA. Our mission is to make it easier for all Americans to access affordable care and treatment for conditions that impact their daily lives.

Who You Are:

The ideal candidate is energetic, inventive, resourceful, a team player and should thrive off of finding solutions to complex interactions. You must have an inner desire to win and the idea of losing is a non-starter.

Key Responsibilities:

• Leading and developing a team of Team Leaders, SME’s & Associates
• Mentoring, training, and developing teammates for career progression, performance improvement, and recognition purposes.
• Manage the day to day operations of the Support Portal, including monitoring tickets, calls and emails
• Define and meet Customer Support KPIs and qualitative success measures such as SLA & driving continuous improvement
• Building and delivering productivity plans by reviewing work forecasts, determining productivity requirements.
• Be the point person for platform-wide support escalations, working closely with internal teams and the customer through to issue resolution.
• You have an eye for efficiency and bring experience identifying and implementing large-scale process improvement initiatives using data-driven techniques

Quantified Commerce, we believe in diversity and hiring people from all backgrounds and ways of life. This is a full-time position with lots of growth opportunity for the right candidate. If this sounds like you, apply now! We look forward to getting to know you!

• 3-5 years of work experience in customer service space as a manager.
• Experience in handling escalated customer issues.
• Excellent leadership and management skills.
• Excellent Training skills to develop team members with diverse backgrounds
• Customer-focused positive attitude
• Willingness to contribute at all levels
• Strong level of integrity, autonomy and self-motivation
• Strong verbal and written communication skills
• Ability to offer strategic advice and recommendations that drive results
• Strong organization skills to manage multiple projects, etc.
• Ability to manage time and deadlines, as well as the ability to adapt to the ever-changing priorities of the business

Preferred Experience & Skills:

• Experience in healthcare
• Experience working in a remote customer support environment