Director of Customer Service

Há 6 dias

São Paulo, Brasil Brightmeds Tempo inteiro
Job Title: Dir of Customer Service

Location: RemoteCompany: BrightMeds

About Us:BrightMeds is a dynamic and fast-growing startup dedicated to revolutionizing the pharmaceutical industry through exceptional customer service and innovative solutions. We are looking for a passionate and driven individual to join our team as the Vice President of Customer Service. If you are a go-getter who thrives in a startup environment and is ready to jump in and make an impact, we want to hear from you.

Key Responsibilities:Operational Management:Oversee the entire customer service operation, ensuring a customer-friendly process that empowers agents with the necessary tools and resources.Maintain and improve the performance of both the customer-facing elements and internal operations.Implement strategies to enhance operational efficiency and customer satisfaction.Recruiting:Lead the hiring process for all customer service positions, including agents, Team Leads, and support roles.Develop and execute effective recruitment strategies to attract top talent.Forecasting and Workforce Management (WFM):Manage daily traffic control, including handling daily volume, ticket assignment, and absence management.Forecast future volume and align staffing levels to meet demand.Performance Management:Monitor and ensure agents meet individual KPIs, focusing on productivity and customer satisfaction (CSAT).Control and improve overall operational performance.Data Creation and Reporting:Track and analyze data to reflect the operation’s performance using Zendesk Explore.Generate reports and insights to drive continuous improvement.Team Leadership:Make daily decisions and prioritize responsibilities within the team.Manage the individual performance of Team Leads and provide guidance and support.Point of Escalation:Serve as the ultimate point of escalation for patients and leads with ongoing issues.Directly handle escalated calls and emails to ensure prompt resolution.Relationship with Pharmacies:Maintain smooth communication with partner pharmacies.Stay updated on cancellations and logistics of orders.Project Management:Ensure projects are completed on time and within scope.Issue weekly checkpoints and track progress.Knowledge Management:Design and update internal and external knowledge bases.Ensure all documentation is current and accessible.Product Ownership:Act as the main stakeholder advocating for BrightMed’s Customer Care team regarding internal and external software and tools.Collaborate with product teams to enhance customer service tools.Zendesk Architecture Design:Update, maintain, and design the configuration of our CRM and communication channels.Ensure the system meets the evolving needs of the customer service team.Requirements:5-8 years of proven experience in a senior customer service leadership role, within multiple startup environments.Strong operational management skills with a focus on customer satisfaction and efficiency.Experience in managing a customer service team of 20 FTEs and above.Experience in recruiting, workforce management, and performance management.Proficiency in data tracking and reporting, with experience using Zendesk Explore.Excellent leadership and team management abilities.Ability to handle escalations professionally and effectively.Strong project management skills.Knowledge of CRM systems, particularly Zendesk, and their architecture.Exceptional communication and relationship-building skills.Flexibility to provide around-the-clock coverage and work weekends as needed.Preferred Qualifications:Experience in the pharmaceutical or healthcare industry.Demonstrated ability to thrive in a fast-paced startup environment.Hands-on approach with a willingness to jump in and handle tickets or customer escalations as necessary.

Why BrightMeds?Be part of an innovative and growing startup.Opportunity to make a significant impact on our customer service operations.Collaborative and supportive work environment.Competitive compensation and benefits package.

BrightMeds is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us and help shape the future of customer service at BrightMeds

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