Responsibilities
- Lead, mentor, and develop a global team of ~60 customer service / patient support representatives, team leads, and managers.
- Build a strong culture of accountability, empathy, and performance.
- Own workforce management, scheduling, and staffing strategies to ensure efficient coverage across time zones.
- Implement training, upskilling, and QA programs that elevate team performance and consistency.
- Serve as the Intercom platform owner, responsible for admin configuration, rules, workflows, bots, routing, tagging, macros, and reporting.
- Identify opportunities to automate, streamline, and improve efficiency using Intercom and adjacent tools.
- Partner with Product/Engineering to integrate Intercom with internal systems and ensure data accuracy, reliability, and visibility.
- Build dashboards and reporting structures that provide real-time insights into team performance and customer health.
- Develop and own the overall customer service strategy, ensuring service excellence at scale.
- Define and refine KPIs, SLAs, staffing models, escalation frameworks, and service standards.
- Establish and maintain SOPs, playbooks, and QA standards across all support channels (chat, email, phone—customizable).
- Ensure compliance with healthcare, privacy, and regulatory requirements (HIPAA, PHIPA, etc., if relevant).
Requirements
- 7–10+ years of experience in customer service or patient support leadership roles, ideally in tech-enabled services, healthcare, telemedicine, or high-volume support environments.
- 3+ years managing large, globally distributed teams (50+).
- Expert-level proficiency in Intercom—including admin-level configuration, automation, routing, reporting, and optimization.
- Proven experience developing and scaling KPI-driven support operations.
- Strong analytical skills with the ability to interpret data and guide strategic decision-making.
- Exceptional communication, coaching, and cross-functional leadership abilities.
- Comfort working in a fast-paced, high-growth environment with ambiguity.
Nice to Have
- Experience collaborating closely with Product and Engineering teams is a strong plus.
Benefits
- Flexible hours
- Work wherever you choose
- Fun and casual work environment
- Employee engagement activities and virtual gatherings
Additional Information
- Flexible hours
- Work wherever you choose
- Employee engagement activities and virtual gatherings
- Diverse, global team
- Equal Employment Opportunity applies to all aspects of employment including recruitment, hiring, training, promotion, demotion, transfer, leaves of absence, and termination.
- Company takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate such behaviors.
