Support and Delivery Lead

We are looking for a Customer Support & Delivery Lead to join a leading company in the digital health industry, specializing in AI-powered solutions for managing chronic conditions. This position is ideal for a hands-on professional who is eager to take on a hybrid role managing a small support team while directly handling delivery and implementation tasks for clients.

The company's flagship product is a mobile app offering personalized, data-driven support to improve health outcomes. Collaborating closely with pharmaceutical companies, the company delivers impactful results for both clients and end users.

Key Responsibilities:

Support Management:

• Team Leadership:
• Manage a team of two support specialists, including training, mentoring, and monitoring their performance to ensure a high standard of service.
• Oversee day-to-day support operations to maintain seamless and efficient processes.
• Technical Issue Resolution:
• Support the team in resolving complex technical issues for app users and ensuring prompt and effective solutions.
• Ensure user feedback is tracked and communicated to relevant teams for continuous product improvement.
• Process Maintenance:
• Maintain and update the knowledge base for internal and external use.
• Work within established processes and guidelines to ensure consistency and efficiency.

Delivery Responsibilities (Individual Contributor):

• Project Delivery:
• Act as the main point of contact for client project implementation, ensuring successful onboarding and delivery of solutions.
• Coordinate directly with clients to manage timelines, gather requirements, and oversee the implementation process.
• Client Onboarding and Training:
• Deliver customized onboarding experiences through presentations, tutorials, and hands-on support.
• Ensure smooth adoption of the app and services for both pharmaceutical clients and end users.
• Cross-Functional Collaboration:
• Collaborate with product and engineering teams to address client-specific needs, resolve issues, and incorporate feedback.
• Prepare for new feature rollouts, ensuring clients and support teams are aligned.

Qualifications:

• Experience:
• Experience leading small technical support teams (2+ team members).
• Hands-on experience in delivering projects or implementations for external clients.
• Experience in supporting mobile applications (advantage).
• Background working with pharmaceutical or healthcare clients (strong advantage).
• Skills:
• Strong communication, organizational, and interpersonal skills.
• Ability to manage support operations and simultaneously execute delivery tasks as an individual contributor.
• Problem-solving mindset with attention to detail and a client-first approach.