Customer Success Team leader (Customer Care)

Descripción de la empresa

En Doctoralia, nuestra misión es humanizar la experiencia de la salud a través de la tecnología. Como la plataforma líder en el mercado mexicano y referente global en soluciones SaaS para el sector médico, conectamos a millones de pacientes con especialistas, transformando la práctica clínica en una experiencia digital eficiente y centrada en el paciente.

Estamos buscando un Onboarding Customer Success Specialist apasionado, estratégico y con mentalidad de crecimiento para ser el aliado clave de nuestros especialistas.

The Customer Care Team Leader's mission is to ensure a seamless and efficient handlement of reactive interaction that come through our support channels (phone, chat and mailing), aiming to ensure high levels of CSAT and an effective First Call Resolution, while mantaining an exceptional customer experience. This role involves leading a team dedicated to understanding client needs, detecting main problems and providing solutions, scaling product issues or feedback, and achieving Customer Care metrics while fostering a culture of continuous improvement and exceptional service.

Responsibilities:

• Manage, mentor, and develop a team of customer care specialists, providing guidance to ensure client satisfaction and team cohesion.

• Set clear performance expectations and goals, conduct regular performance reviews, and support professional growth.Design and implement an effective KPIs scheme that aligns with company objectives, client needs, and best practices evolving on our dynamic agenda.

• Our main focus will always be driven by our FCR and our customer's experience.

• Continuously refine interaction-handling processes to improve speed and quality of service.

• Act as a point of escalation for complex client issues, ensuring timely and satisfactory resolution.

• Build strong relationships with our customers and produce interactions with the highest standards to ensure Customer Care ongoing success.Build strong relationships with our internal and external stakeholders (Finance, Ops, Sales, Customers, etc.), and maintain regular communication to ensure Customer Care's ongoing success.

• Collaborate with our internal Stakeholders (Sales, Product, Operation, Support, etc) to ensure prompt implementations and a cohesive approach to client support.

• Gather and relay client feedback to relevant departments for product and process enhancements.

• Utilize analytics to track team progress and measure the effectiveness of programs and initiatives.

• Prepare and present regular reports on customer care metrics and client feedback to management.

Requirements:

• 2+ years in a customer care or support role, with a minimum of 1 year in a leadership position.

• Proven expertise in handling diverse customer interactions across multiple channels like calls, chats, emails, and WhatsApp

• Strong track record in resolving customer issues effectively, achieving first-call resolution, and maintaining high CSAT scores.

• Experience in enhancing customer care processes to boost efficiency.

• Capability to analyze interaction data and implement strategies for optimal service operations.

• Strong leadership and team development skills, with the ability to motivate and inspire team members.

• Excellent communication, interpersonal, and problem-solving skills.

• Proficient in CRM tools and contact management systems, with the ability to utilize technology solutions to support customer care operations and track performance metrics.

• Experience impulsing or providing support for SAAS products.

Customer Success Team Leader (Customer Care)