Customer Support Manager

Atlanta, GA, United States

LetsGetChecked is a leading at-home health testing company, with a platform that allows consumers to discover and access personalized health information conveniently, confidentially and accurately. We empower people to take an active role in their health to live longer, happier lives. LetsGetChecked was founded in 2015 and has corporate offices located in New York City and Dublin.

Due to our continued success and growth, we are expanding our footprint in the US to create a new opportunity for an experienced leader to join our team. Focused on the member experience, the Customer Support Manager will oversee the daily operations of our call center. They will work collaboratively across the organization to execute operational initiatives, implement new technologies and oversee performance management programs. The Customer Support Manager will enthusiastically lead the team of Customer Support Leads and foster a culture of ongoing learning and development to ensure promotional opportunities can come from within our talented team.

The Customer Support Manager oversees all aspects of the business to business service operation with commitment to providing the highest quality of service to our Clients and their members while balancing the strategic and operational objectives of the Customer Support Team to ensure Let’sGetChecked’s business goals are achieved.

The Customer Support Manager will be responsible for leading a growing Customer Support Team. This individual will provide leadership and direction and will thoughtfully launch new initiatives and workflows that enhance both the member and employee experience. Relying on previous experiences and industry best practices, the Customer Support Manager will bring structure and process to the Customer Support Team and will identify and mentor the next group of leadership candidates.

Let’sGetChecked’s services include inbound/outbound teleservices, email inquiries and chat support for members. The Customer Support Team also oversees service and support inquiries, coordination of lab results and refund processing. Collaboration with clinical staff, Let’sGetChecked labs and product teams is essential to the success of the Customer Support Team.

The Customer Support Team has some employees who are working remotely so an understanding of the nuances of managing a virtual staff is required.

The Customer Support Manager will be responsible for collaborating with key partners across the operation to ensure that product offerings are supported, opportune feedback is integrated into our service strategy and member satisfaction is consistently high. Achieving service metrics and providing timely reporting will be a key function of this role.

This is an onsite role based in our office in Atlanta, Georgia.

Responsibilities

Oversee the day-to-day activity of the call center to ensure service levels are consistently met and member satisfaction is high. Ensure the Customer Support Team meets productivity and quality standards.

Evaluate the member experience and identify areas that can be enhanced through departmental structure, product updates, process improvements and workflow changes

Collaborate with Capacity Management and Recruiting to ensure adequate staffing levels and appropriate schedules to support forecasted volumes across channels

Partner with the Clinical Care Manager to develop processes and procedures that seamlessly support the various stages of the member experience. Exchange product/results information and member feedback to improve the member journey.

Assist in the development of quality criteria across channels and ensure, through active listening and review, that interactions meet the standards and trends are identified and addressed through ongoing training and feedback sessions

As a member of the broader Customer Support Team Leadership team, provide input to the operational OKRs and measurements. Track and report progress and make interim adjustments as needed.

Drive employee engagement through effective communication, mentoring and support. Recognize and celebrate team and individual success both formally and informally.

Collaborate with the Training and Development team on quality management process and tools so employees receive regular feedback and acknowledgment as well as timely annual reviews.

Collaborate with the Operational Readiness Manager to successfully launch new programs and support existing clients. Identify issues and trends that will enhance programs, Report service metrics. Document positive member experiences to share with clients.

Partner with peers and leadership teams to share and adopt best practices to ensure a consistent experience for our members. Participate in and observe work in process to improve customer service effectiveness and consistency,

Proactively identify and advocate for service and business process improvements by making problems visible to the appropriate forum to be addressed or addressing them directly, as appropriate to the operational model.

Promote and utilize tools and methodologies that generate process improvements required to achieve standardization, effectiveness and efficiency

Acts as lead for handling customer service assurance and escalation management with members. Conduct appropriate research necessary to resolve member issues and respond to inquiries.

Build and foster relationships with key business partners to drive support and alignment for operational initiatives across the organization

Follow policies and procedures, process workflows and new systems through requirements gathering, testing and implementation.

Be willing to assist with calls if demands require.

Assume other responsibilities as business needs dictate.

What We're Looking For...

BA or BS preferred

7+ years call center leadership experience in a fast paced, high growth, customer centric environment

Healthcare experience preferred

Proven ability to meet service level requirements and quality metrics

Working understanding of call center technologies, CRMs and Workforce Management tools

Experience using Amazon Connect platform a plus

Experience using Sales Force a plus

Experience with Acqueon dialer tool a plus

Demonstrated track record of developing successful teams through effective coaching and mentoring

Excellent leadership skills and genuine willingness to support, coach and develop front line staff, deliver feedback constructively and promote from within the organization

Ability to resolve conflict and settle issues in a positive and timely manner

Proven change leader focused on identifying trends for current and future operational needs and designing process and workflow improvements necessary to launch the recommendations

Natural collaborator willing to work across the organization to achieve operational and financial goals

Excellent oral and written communications skills,

Excellent analytical and problem-solving skills

Proven ability to bring a methodical approach to managing changing priorities and initiatives

Working knowledge of Google tools

We focus on creating an inclusive organization and welcome people who have different knowledge, perspectives, experience and working styles from across the global population.

The base salary range for this position is $60,000 - $70,000 per year.

Benefits

Alongside base salary we offer a range of benefits including:

Health insurance and an Employee Assistance Programme

401k

Annual Compensation Reviews

15 days paid time off and 3 paid volunteer days per year

Free monthly LetsGetChecked tests as we are not only focused on the well being of our patients but also the well being of our teams

A referral bonus programme to reward you for helping us hire the best talent

Internal Opportunities and Careers Clinics to help you progress your career within the company.

Maternity, Paternity, Parental and Wedding leave.

Why LetsGetChecked?

Together we have a common goal to help people live longer, happier lives.

We want our employees to be healthy, travel often, and have the financial resources and support they need to live a fulfilling life, both inside and outside of work. We encourage our employees to build their careers at LetsGetChecked. We run regular career training clinics, interview assistance, and encourage employees to apply for internal opportunities. We support Learning & Development through our partner Udemy.

Diversity, Equity & Inclusion

As we continue to grow, LetsGetChecked is fully committed to creating an inclusive environment where diverse backgrounds, perspectives and experiences are valued, where each and every one of our people feels that they belong and are empowered to do the best work of their career.

To learn more about LetsGetChecked and our mission to help people live longer, healthier lives please visit https://www.letsgetchecked.com/careers/

#J-18808-Ljbffr