Full-Time Customer Support and Reporting Manager

About the Role:

As the Customer Support and Reporting Manager, you will be responsible for managing the day-to-day operations of our Customer Support and Virtual Registered Nurse (VRN) teams. You will be accountable for Customer Support (CSS) and VRN team performance management including the development, monitoring, and corrections for agreed-to service level agreements, productivity metrics, and quality metrics. The Customer Support Manager will oversee all CSS and VRN team schedules to ensure coverage for all task assignments.

Additionally, the Customer Support Manager will oversee the full Member Services team productivity reporting, Customer Satisfaction (CSAT) support metrics, and data dashboards. Excellent customer service, communication, and interpersonal skills are crucial in this role.

Responsibilities:

Customer Support and VRN Operations (60%)

• BPO management (scheduling, support, coaching).
• Member escalations.
• Tier 1 platform support (manager edits, automation rules, report maintenance).
• Support CSS and VRN teams and their Leads with day-to-day operations including Labs, Pharmacy, Empower Pharmacy, Billing, Account Management, and Insurance Support.

Productivity Reporting (15%)

• Member Services productivity reporting.
• Internal team report and dashboard management.
• Tracker and spreadsheet management (CSS, VRN, and CC).

Reporting and Analysis (15%)

• Member Services CSAT management (monthly and quarterly).
• CSS and VRN QA (monthly and quarterly).
• Churn intervention.

Special Projects and Initiatives (10%)

• Member Services team operations (Ridealongs, Asana form management).
• Project support (internal team initiatives).

Must-Have:

• Deep understanding and compassion for the trans experience.
• 3+ years experience in hands-on Customer Success Operations, Sales Operations, or a combination of both.
• Attention to detail with a high aptitude for technology and process mapping.
• Respectful and empathetic written and verbal communication skills.
• Understanding of basic computer skills, learning new computer systems and interfacing with patients and colleagues in a remote, digital environment.
• Able to drive change management, build aligned tooling, and develop methods to measure and systemize Customer Success KPIs for internal teams and customers.
• Experience with sales, customer success, business operations, or professional services in a strategic or operational role.
• Proven ability to succeed in both collaborative and independent work environments.

Nice to Have:

• Healthcare experience and/or familiarity with gender-affirming care.
• Experience with Freshdesk or other Help Desk or Ticketing platforms.
• Have led or influenced high-performing teams in a fast-paced environment.
• Have experience in a continually changing environment where you are agile and able to adjust strategies and realign priorities.

Applications for this role will be accepted until August 28th, 2024.

All Full-Time Employees are Eligible for:

• Ground-Floor Equity (Series B)
• Free Medical, Dental, and Vision on the first of the month after you start full-time work
• Unlimited PTO
• 11 paid holidays and company shut-down for a week in December
• 401(k)
• Free Plume, Headspace Care, and BetterHealth Subscriptions