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Customer Support Manager / Responsable d’Équipe du Support Client
| Company | Circle Medical |
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| Location | Montreal, QC, Canada |
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| Salary | $80000 – $100000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- At least 5 years experience working in customer service (healthcare, retail, hospitality, call centre, etc) with at least 2 years of experience managing and leading teams.
- Strong leadership and people management skills, with the ability to inspire and motivate a team.
- Strong customer support and emotional intelligence qualities with the ability to understand the patient’s needs and be a trusted patient advocate.
- Ability to analyze data, identify trends, and drive process improvements.
- Excellent communication and problem-solving abilities.
- Familiarity with general contact centre structure and process.
- Empathy-driven approach to customer service, especially in a healthcare setting.
- Self-starter mentality with an eagerness to learn and the ability to collaborate and work autonomously.
- Strong multi-tasking and time management skills.
- English fluency; Excellent verbal and written skills, listening, including grammar, spelling, and punctuation.
- The ability to be on time to a Montreal based office, local presence required and within a reasonable commuting distance.
Responsibilities
- Oversee daily operations, ensuring timely and effective resolution of patient inquiries.
- Lead, mentor and develop a high-performing team of Patient Care Advocates.
- Inspire, motivate, and guide the team towards achieving team and company goals.
- Manage employees’ individual performance and provide timely and effective feedback based on but not limited to, company values and mission, daily reports, objectives and performance metrics.
- Track individual and team performance by establishing, monitoring and improving goals, KPIs and quality standards that support an exceptional patient experience.
- Identify opportunities and implement plans to optimize or improve KPIs, workflows and operational efficiencies.
- Identify trends in patient inquiries and utilize feedback from patients to drive continuous improvement in support services.
- Think creatively to solve problems standing in the way of patient experience, care, or outcomes.
- Collaborate with product, engineering, and clinical teams to improve the overall patient experience.
- Lead initiatives and strategies that will provide an exceptional patient experience as we scale.
- Ensure workflows, documentations, and patient-facing tools are up to date.
- Resolve conflict with difficult patient escalations and employee relations that require an expert touch, by being empathetic, recognizing and addressing emotions in a constructive way, and creating a positive path forward.
- Assist in developing strategies that will provide an exceptional patient experience as we scale.
- Plan and manage team headcount to ensure adequate coverage and scalability as the company grows.
Preferred Qualifications
- Prior experience in a venture-backed healthcare or startup/technology setting.
- Ambition to have a long-term career in healthcare.
- Experience living in the US or using the US healthcare system.
- Experience using a Macbook, Google Workspace and learning new technologies.
- A university degree in a scientific, business or finance-related field.
