Customer Support Team Lead

One of our clients - a leading company in the digital health industry, providing AI-powered solutions for managing chronic conditions is looking to hire a Customer Support Team Lead .

Their flagship product is a mobile app that helps users improve their health through personalized, data-driven support. They work in close collaboration with pharmaceutical companies to deliver impactful health outcomes.

We are seeking a dedicated and experienced Customer Support Team Lead to manage the support team, ensuring exceptional service for both our pharmaceutical clients and the app's end users. In this role, you will oversee the team's daily operations, develop tailored support strategies, and ensure high levels of customer satisfaction.

Responsibilities:

• Lead and manage the support team (2 members), including training, and monitoring performance to provide seamless support across global time zones.
• Optimize and improve support processes, maintain a knowledge base, enhance tools, and integrate best practices to drive efficiency and satisfaction.
• Develop customized support plans for pharmaceutical clients, managing resource allocation, communication protocols, and escalations to meet their specific needs.
• Oversee end-user support for the mobile app, addressing technical issues and user experience concerns swiftly and effectively.
• Manage client onboarding and training, providing tailored education for clients and users through presentations, tutorials, and guides.
• Build strong relationships with clients and users, handling escalations with prompt, clear communication, and regular updates.
• Collaborate with product and engineering teams to resolve complex issues, prepare for product releases, and integrate customer feedback for continuous improvement.
• Track and analyze support performance, using data to identify trends, measure satisfaction, and recommend process enhancements.

Qualifications:

• Experience in leading technical support teams
• Expertise in supporting mobile applications.
• Excellent leadership, communication, and problem-solving skills.
• Experience in working with pharmaceutical companies or healthcare clients is a strong-advantage.