Customer Care Team Lead
Customer Service Leadership Customer Care
Gaji
Lokasi
Keuntungan
Extra health insurance
Flexible working time
Work-from-home policy
Gambaran besar dan Tanggung jawab pekerjaan
Fella Health is building a world-class team. As a Team Lead at Fella Health, you’ll be at the heart of our operations, crucially influencing team performance and elevating our service delivery. You’ll be in charge of one of the 6 areas under the care team (Enrollment, Medical Assistance, Billing/Orders, Finance, Inbound, and Cancellations), guiding it towards achieving stellar operations and ensuring each member is continuously growing. On one hand, you’ll be learning and coaching your team to provide exceptional client satisfaction. On the other, you’ll get your hands dirty, oversee a high-performing team, constantly be learning, and withstand the pressure of competing priorities under rapid growth. You will report directly to the Operations Lead, and collaborate closely with other key leaders, including the Systems Lead and Process Lead. Key Responsibilities - Leadership: You’ll lead a team of care coordinators, ensuring they are motivated, well-supported in their daily tasks, and achieving their potential as operators. - Operational Management: You’ll maintain smooth operations for your assigned area and continually seek improvements to enhance its efficiency. - Communication: You’ll ensure clear and effective communication within the team and with patients to keep everyone well-informed. - Training and Development: You’ll identify the best ways to keep your team performing at the highest level and execute them effectively — you’ll constantly obtain and action their feedback on how the team can improve to best serve our fellas. - Problem Solving: You’ll address issues promptly and manage escalations with skill and care. - Coaching: You’ll be a mentor to your team members — constantly helping them achieve their professional goals. - SLA Management: You’ll oversee that all team activities consistently meet or exceed our service standards. - Client Experience: You’ll proactively enhance client satisfaction by delivering superior service and anticipating their needs. - Proactive Innovation: You’ll actively propose and implement changes aimed at improving client experiences, collaborating across teams for success.
Keahlian dan pengalaman yang dibutuhkan
- At least 3 years of experience with Customer Care Lead role or similar positions - Leadership: You have demonstrated the ability to lead and motivate a team, driving high performance and fostering a positive work environment in your previous roles. - Operational Management:* You have robust skills in managing daily operations, with a track record of effectively overseeing team activities while keeping stellar performance. - Communication: You have strong communication and interpersonal skills, ensuring clear and productive interactions within the team and with clients. - Coaching: You have proven expertise in coaching and mentoring team members. You genuinely want to see your team succeed and do everything in your power to ensure they’re reaching their professional goals. - Problem Solving: You have excellent analytical and problem-solving skills in high-pressure situations and are adept at addressing challenges and enhancing operational efficiency. - Client Orientation: You have solid experience in handling client interactions, with a focus on boosting client satisfaction and loyalty. - SLA Management: You are well-versed in monitoring and meeting service level agreements, ensuring all performance metrics are achieved. - Figure it out: you’re likely one of those timeless people that could be dropped anywhere in the world, in any century, and you’d figure it out. Your friends probably think of you as that person :) - Language: Proficiency in English, both spoken and written.
Mengapa kandidat disarakan untuk posisi ini
- Compensation: salary + equity - Vacation: generous PTO with a yearly minimum (>2wks/yr) - Remote: our team is fully distributed across the world and functions fully remotely - Healthcare: comprehensive medical insurance ($500/yr) on reimbursement - Personal development: budget for books, courses, coaching ($400/yr) on reimbursement - Personal wellness: budget for gym, health apps ($400/yr) on reimbursement - What are we missing? We're still early so you get to shape our culture.
Keahlian dan pengalaman yang disarakan
- Proactive: You don’t wait to be told what to do. Instead, you are proactive and take initiative in dynamic, high-pressure situations. - Innovation: You have a track record of implementing innovative solutions in past roles. You always think about what can be done better and action your ideas.
Melapor kepada
Operation Lead
Proses Wawancara
Phone Screen with TA Lead -> Interview with Clinical Ops Lead > Interview with Head of Product + Ops-> Interview with CEO + final call with CEO
Terapkan untuk pekerjaan ini
Pekerjaan selesai (9)
