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.

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.

Responsibilities:

1. Team Leadership: Manage a support team of two, including training and monitoring performance to ensure seamless, round-the-clock support.
2. Process Improvement: Improve support processes, maintain a knowledge base, and implement best practices to boost efficiency and satisfaction.
3. Customized Client Support: Develop tailored support plans for pharmaceutical clients, managing resources, communication, and escalations based on their needs.
4. Technical Support: Oversee app support for end-users, quickly resolving technical issues and improving the user experience.
5. Client Onboarding and Training: Lead customized onboarding and training through presentations, tutorials, and guides.
6. Client Relations: Build strong client relationships, handle escalations with clear and prompt communication.
7. Cross-Functional Collaboration: Work with product and engineering teams to resolve issues, prepare for releases, and integrate client feedback.
8. Performance Analysis: Track and analyze support metrics to spot trends, measure satisfaction, and suggest improvements.