Customer Support Team Lead

ClinicSense is growing our team! We are hiring a full-time Customer Support Team Lead. 

Your day-to-day will mostly consist of a traditional Customer Support Representative role (80% of your time). This includes providing product information, educating customers, and resolving problems that our customers might face with accuracy and efficiency. You will be working directly with clients to support them, maintain and grow existing relationships, identify product improvement opportunities, and reduce churn. 

As the Team Lead, you will be responsible for the customer support team’s overall performance (20% of your time). This means conducting weekly meetings to go over KPIs, ensuring that the team is following our playbooks, providing coaching to teammates when they are falling short of their goals, and coming up with new initiatives for improving the customer support experience for our team and for our customers.

This role is fully remote (as is our entire team). You may choose to work Monday to Friday from 8am to 4pm, 9am to 5pm, or 10am to 6pm (EST/EDT). 

Who we are

We’re a company that helps health & wellness businesses reduce paperwork, stay organized, and ultimately we free up more of their time so they can spend more time with clients and less time managing administrative tasks. Officially, we’re based in Toronto, Canada but we have team members across 9 countries. 

Our customer support team currently consists of 3 people (you would be the 4th), and we expect to grow the team to 5 or 6 by the end of 2023.

What we’re looking for

We’re looking for someone that customers will consider a pleasure to work with. We’ve found the following to be critical to thrive in this position:

• Active listening

• A friendly tone

• Clear & concise writing

• Critical thinking & problem solving

• Compassion, empathy, & patience (especially with with non-tech-savvy customers) 

For the Team Lead part of this role, it’s important that you are someone who:

• Loves process and documentation

• Leads by example

• When one-on-one coaching is needed, you are a cheerleader and motivator first

What you’ll do

On a day-to-day basis, you will:

• Respond to support inquiries through our support ticket system, by email, via Loom video, and over the phone

• Ensure that the customer support team is following our internal playbooks

• Ensure the team is keeping the knowledge base up-to-date

As the Team Lead, you will:

• Conduct a weekly meeting to ensure the team is hitting their goals

• Put an action plan in place if the team is falling short of our goals

• Review a sample of responses from support agents on a weekly basis

• Provide one-on-one coaching when you identify that there is room for improvement for a team member

• Create processes to ensure no customer inquiries slip through the cracks

• Come up with new initiatives for improving the customer support experience for our team and for our customers

What you’ll need

 The following experience is relevant to us:

• 2+ years of experience in a Customer Support Team Lead or Manager role

• Experience providing support for a SaaS product

• Experience in building and maintaining strong relationships with customers

• Experience working closely with other functions like Marketing, Sales, and Product

• Experience working with a support platform like Zendesk or Intercom

Why join us

We’re a team that loves what we do and we all thrive on our ability to make an impact. We are here to take the stress out of running a small health & wellness business. Our goal is for our community’s healthcare providers to be happy, and healthy, and achieve career longevity.

Since we are a small team, working at ClinicSense can accelerate your career and give you the opportunity to work with a friendly and talented team.

Benefits:

• Canadian citizens will be hired as full-time employees, outside of Canada will be hired as full-time contract employees

• Vacation: 

  • 11 public holidays 

  • 15 vacation days

  • 3-day weekend every month