We are looking for a Customer Operations Leader to manage and coach a high-performing team of customer support agents. Reporting to the Head of HCF Support Operations, you will be responsible for ensuring healthcare facilities receive top-tier support. Your leadership will drive team success through mentorship, process improvements, and performance optimization. 

Responsibilities 

• Lead and coach a team of customer support agents to meet performance and quality metrics. 
• Provide constructive feedback based on QA scores, customer surveys, and ticket reviews. 
• Develop personalized growth plans to enhance agent performance. 
• Handle customer escalations and resolve complex issues professionally. 
• Set and track SMART goals for continuous performance improvement. 
• Monitor team performance trends and provide insights for improvements. 
• Maintain accurate coaching records and ensure schedule adherence. 
• Foster a culture of learning through training and team-building activities. 
• Identify process inefficiencies and propose workflow enhancements. 
• Stay updated on product knowledge to guide the team effectively. 

Qualifications 

• Leadership experience: Managed teams of at least 10 support agents, driving performance improvements. 
• Customer service expertise: Strong background in delivering exceptional customer support in healthcare facilities. 
• Excellent communication: Ability to provide clear, actionable feedback and handle escalations effectively. 
• Problem-solving skills: Strong track record in resolving complex customer issues quickly and effectively. 
• Remote work experience: Familiarity with managing teams across different time zones and locations. 

First 90 Days Expectations 

• 30 Days: Learn the platform, handle tickets, and shadow agents. 
• 60 Days: Take ownership of a team, set performance goals, and implement coaching strategies. 
• 90 Days: Achieve high-quality metrics (90% or above) and implement action plans for underperforming agents. 

Work Environment 

• Fully remote position with a rotating schedule. 
• Must be available for at least 3 hours of overlap with EST/PST time zones. 

Hiring Process 

1. Application Submission 
2. Case Study Assignment 
3. Hiring Manager Interview (Based on Case Study) 
4. Executive Interview 
5. Offer 

Why Join Us? 

• Make an Impact: Support healthcare facilities with high-quality customer service. 
• Career Growth: Opportunities for professional development and leadership advancement. 
• Global Team: Work with talented professionals worldwide. 
• Flexibility: Remote work with a schedule that suits your lifestyle. 

System Requirements 

• 15+ Mbps wired internet connection 
• i5 processor (or equivalent) with at least 12GB RAM 
• Quiet workspace with stable power and internet 

If you are passionate about coaching, leadership, and delivering outstanding customer experiences, apply now and be part of a team that sets the gold standard for support!