Head - Customer Support - BPO

Role and Responsibilities : 

- The Head of Customer Support plays a foundation role in establishing the systems, processes and people that will form the backbone customer support experience. In this role you will be responsible for creating and managing the organization that enables L Health to provide a world-class 24x7, customer support and insurance claims experience to our rapidly expanding user-base, during a time of hyper company growth. This position requires proven track record in building out systems which provide a best in class customer experience as well as ability to conceptualize a unified healthcare and insurance support experience.

- This is a key leadership role within our Operations organization and will report directly to the COO. In addition, this role will partner very closely with our Product team.

In this role, you will:

- Ensure a best-in-class customer support and claims experience and being the responsible owner of key support metrics like CSAT, TTFR, and more.

- Partner with COO, Head of Product, and Operations Lead to define use cases and requirements for a broad customer support platform including our 24/7 Claims Helpdesk, Technical Support, and more.

- Select and architect an optimal technology stack for customer support, including components such as ticketing systems, knowledge base, contact center technology, etc.

- Recruit, develop and retain a high-performing team of customer support executives and build a hiring pipeline for the same.

Requirements :

- 6+ years experience leading Support Teams preferably at a venture-backed or rapid-growth technology company

- Strong collaborative nature and experience working in multi functional teams

- Exceptional communication skills and the ability to translate technical topics to a non-technical audience

- Proven management experience in supporting systems that run contact center operations, customer service/technical support for customer facing digital services

- Excellent track record of project/program management involving operational processes

- Experience developing and implementing new strategies, procedures, and standardization

- Experience identifying, base lining, and tracking KPIs

- Strong analytical and problem-solving skills

- Excellent organizational skills and attention to detail

- Excellent time management skills with a proven ability to meet deadlines

- Ability to prioritize tasks and to delegate them when appropriate

- Ability to function well in a high-paced, dynamic and high growth environment