Are you interested in leading the transformation of cancer care through putting world-leading scientific data and knowledge in the hands of doctors and other members of the medical team? Do you have a passion for solutions that empower patients to take charge of their care and bring world-class solutions to winning the cancer battle? If so, join our growing team, the company that promises to revolutionize the way cancer care is delivered. We are looking for full time, highly motivated Manager of our Customer Support team.
The Manager, Customer Support, is responsible for supporting the set-up, development, and implementation of a customer support operation, ensuring a best-practice customer support methodology is maintained that provides the highest quality support and customer service to our growing client base. They will propose scalable processes and practices, assuring these are successfully implemented and embedded in the team. They will continuously review, improve, and refine operations to ensure these are monitored and remain effective
Responsibilities
Essential job functions included but are not limited to the following:
- Mentors and develops Client Support Specialist 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 that enable continuous evaluation and improvement of service.
- 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 which may include 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
- Have the ability to adapt in an evolving work environment
Education & Training
Our Manager of Customer Support should have recent hands-on experience of working with users, handling problems and requests on the phone and though digital channels with a high degree of professionalism.
We are looking for highly motivated, practical and visible candidates who possess;
- 3+ years of leading a Customer Support / Call centre team in the medical industry (ideally MedTech) and
- 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.
Skills & Competencies
Strong skills in a variety of categories: engineering and technology, math and science, verbal and written communication, problem-solving, reasoning and logic, and practical skills including:
- 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 as we empower cancer patients to live their best lives!
