Company Description

Welcome to the good side of tech 👋

You might have heard about us, but with a different name: Doctoralia. It all started 10 years ago, when we asked ourselves: is anyone in healthcare thinking about patients? We jumped in and we empowered patients by giving them access to leave and read reviews about their visit. We then provided doctors with the technology to manage bookings easily and save time, so they could devote themselves to what they always wanted: treating patients. And today is the day in which we ask you: will you join us in the next step of making the healthcare experience more human?

Docplanner at scale

We are leaders in 13 countries so far, and more than 90 million patients trust us every month. Almost 300.000 specialists believe in us and our product, and so do leading venture capital funds such as Point Nine Capital, Goldman Sachs Asset Management and One Peak Partners. And yet, employing over 2.700 people all over the globe, we managed to keep the startup-mindset we started with over 10 years ago.

Job Description

The Customer Care Team Leader's mission is to ensure a seamless and efficient handlement of reactive interaction that come through our support channels (phone, chat and mailing), aiming to ensure high levels of CSAT and an effective First Call Resolution, while mantaining an exceptional customer experience. This role involves leading a team dedicated to understanding client needs, detecting main problems and providing solutions, scaling product issues or feedback, and achieving Customer Care metrics while fostering a culture of continuous improvement and exceptional service.

Responsabilities

Manage, mentor, and develop a team of customer care specialists, providing guidance to ensure client satisfaction and team cohesion.

Set clear performance expectations and goals, conduct regular performance reviews, and support professional growth.

Design and implement an effective KPIs scheme that aligns with company objectives, client needs, and best practices evolving on our dynamic agenda.

Our main focus will always be driven by our FCR and our customer's experience.Continuously refine interaction-handling processes to improve speed and quality of service.

Act as a point of escalation for complex client issues, ensuring timely and satisfactory resolution.

Build strong relationships with our customers and produce interactions with the highest standards to ensure Customer Care ongoing success.

Build strong relationships with our internal and external stakeholders (Finance, Ops, Sales, Customers, etc.), and maintain regular communication to ensure Customer Care's ongoing success.

Collaborate with our internal Stakeholders (Sales, Product, Operation, Support, etc) to ensure prompt implementations and a cohesive approach to client support.

Gather and relay client feedback to relevant departments for product and process enhancements.

Utilize analytics to track team progress and measure the effectiveness of programs and initiatives.

Prepare and present regular reports on customer care metrics and client feedback to management.

Qualifications

English advanced (must have)

Excel / GSheets

Managing BI Tools (Tableau / Looker)

Managing WFMCRMs (Hubspot, Salesforce, Notion)

G-SuitePMTs (Asana, Trello, Monday, ClickUp)