Head of Customer Support

Helfy is a rapidly expanding digital telehealth platform that bridges the gap between clients and doctors through online prescriptions and consultations. With a steadfast commitment to a purposeful, people-centric, and humanistic approach, we aim to become the preferred partner for individuals managing ongoing medical conditions. We offer affordable, accessible, personalized, and expedient medical treatments, ensuring our patients receive the best possible care.

As the Head of Customer Support, you will manage a team of 10 customer support professionals, ensuring that we deliver outstanding service while resolving customer issues efficiently. This role includes overseeing daily operations, developing the team’s capabilities, and implementing strategies to optimize support processes.

Key Responsibilities:

• Lead and supervise the customer support team, ensuring exceptional performance and adherence to company policies.
• Monitor and assess team performance, providing regular coaching and constructive feedback to team members.
• Automate processes and procedures that will help agents to be more productive and efficient.
• Develop and implement training programs to enhance the team's skills and customer support knowledge.
• Handle escalated customer issues, ensuring timely and satisfactory resolutions.
• Analyze customer feedback and support metrics to identify and implement areas for improvement.
• Collaborate with cross-functional departments to ensure seamless customer experiences.
• Create and maintain comprehensive documentation for customer support processes and policies.
• Foster a positive and collaborative environment that motivates and empowers the team.

Requirements:

• Strong proficiency in English. German is a huge plus.
• Proven experience in customer support, with at least 2 years in leadership.
• Excellent leadership and team management skills.
• Strong communication and interpersonal abilities.
• Ability to handle challenging customer situations with patience and professionalism.
• Analytical mindset with the capability to leverage data for decision-making and process improvements.
• Experience with HubSpot is essential.