Founder at Scalent Solutions
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Customer Success Lead - Support - Employee Healthcare Startup (3-6 yrs)
ABOUT THE TEAM :
We are a team of entrepreneurs that is passionate about building products that users love and solving problems that have a large-scale impact. We are passionate about changing how healthcare is provided.
ABOUT THE ROLE :
You would help employees and employers use their health insurance and health benefits in the most seamless way possible.
- Develop a deep level of understanding and knowledge of the entire product, systems and processes
- Queries regarding the product and service in a timely and accurate way via phone, email or chat
- Develop and implement processes on support
- Meet TAT and response time for queries in support
- Coordinate with insurance partners for resolution/clarifications if needed
- Follow and execute SOP for endorsement with zero deviations
- Interact with internal and external teams to ensure quick resolution of customer issues
- Drive 100% customer retention by delivering extraordinary service
- Hire, train and lead a team of Customer Success Representatives
ABOUT YOU :
You understand the importance of customer success and you take pride in going over and beyond to help your customers. You always put your customer first. You have strong communication skills, and you are passionate about helping people. You can think on the feet to come up with creative solutions for customer issues.
Minimum qualifications :
- At least 3-6 year of experience in customer service/support on voice/chat/email
- Great command of English (both oral and written)
- Comfortable using modern tools like Intercom, Slack, Google Suite, Hubspot
- Prefer work experience in startups
- Existing leadership experience is preferred