Supervisor - SME

Job Description

ONLY FEMALE CANDIDATES - WFH(Remote) Role: Supervisor-Customer Operations Direct Reports: Customer Support Specialist & Customer Communications Specialist Direct Manager: Lead - Customer Operations Work Mode - Remote Flexible to Shifts(Morning, Noon & Night) About the role We are looking for a Customer Operations Supervisor to join our highly energised team. As a Customer Operations Supervisor with 2-4 years of experience, you will work closely with our Operations and Customer Support teams to ensure we deliver excellent customer support. A successful candidate will have excellent communication and organisation skills. Role responsibilities Manage the Customer Support team roster, ensuring suitable coverage for 24/7 operations Monitor the performance of the Customer Support team and ensure KPIs and SLAs are being met Onboarding and training of Customer operation and Support team Documenting & reviewing Customer Support processes, ensuring the team operates efficiently Monitor support universal inbox and respond to patient/Doctor enquiries Present weekly & monthly reports of the Customer Support team Manage Customer Support Specialists, Customer Communications Specialists & Call Centre Operators What you will be doing first up Audit current activity to understand effectiveness and efficiency. Review key performance metrics set by Business Operations Manager (1st response time, ticket resolution time, CSAT etc....) Hire and coach Customer Support & Communications specialists on how we operate Engage & report to Operations team for scheduling & performance reviews Hola health Customer Operations Supervisor Working relationships Internal - Operations & Support Teams External - Patients, Doctors, and Pharmacies About you Working in a startup is different. You need to be smart, resilient & self-motivated. You like (calculating) risk taking, grabbing the initiative, and tackling a big challenge. You must be a constant learner, be curious & willing to challenge the status quo. You have strong analytical skills and enjoy using data for better decision making. You are motivated by finding better ways of doing things. Bonus points if you have Prior startup experience Prior experience in Customer Support/Communication role or Operations Managing and scaling Customer Support team Remuneration Base salary commensurate with skill & experience Our expectations We are a fast-paced start-up that often has large, changing projects that require all hands-on deck. We offer a flexible work environment and in turn expect our people to be able to adjust their workload and working hours to be available when demanding projects arise