Customer Service Team Lead

Key Responsibilities:

Team Leadership & Performance Management:
- Lead, train, and supervise a team of customer service representatives.
- Monitor daily performance: Response time, Conversion rates, Patient satisfaction (CSAT).
- Conduct regular coaching, feedback, and quality reviews.
- Manage scheduling to ensure customer service coverage.

Patient Experience Optimization:
- Ensure consistent, high-quality patient communication across all channels.
- Standardize messaging frameworks and response templates.
- Improve patient journey from inquiry to treatment.
- Identify friction points and optimize engagement processes.

Lead Conversion & Revenue Support:
- Drive improvement in: Inquiry-to-consultation conversion, Consultation-to-treatment conversion.
- Develop scripts and strategies for better conversion.
- Collaborate with marketing and sales teams to align customer experience.
- Track and report conversion funnel performance.

Process Design & Operational Efficiency:
- Design and implement SOPs for: Inquiry handling, Case management, Provider coordination.
- Streamline workflows to reduce response and turnaround times.
- Optimize workload distribution and escalation processes.
- Implement automation where possible (chatbots, templates, workflows).

Provider Coordination Oversight:
- Ensure efficient communication between CSRs and healthcare providers.
- Reduce delays in: Medical opinions, Quotes, Treatment plans.
- Establish SLAs with providers.
- Escalate and resolve provider-side bottlenecks.

Data, Reporting & Insights:
- Track key metrics and generate reports: Lead volume, Conversion rates, Response times, Patient satisfaction.
- Analyze trends and identify improvement opportunities.
- Provide actionable insights to leadership and other departments.

Quality Assurance & Training:
- Develop and maintain training materials.
- Conduct onboarding for new hires.
- Perform QA audits on chats/emails.
- Ensure compliance with communication standards and brand tone.

Technology & CRM Optimization:
- Oversee effective use of CRM systems and customer support tools.
- Improve data quality and case tracking accuracy.
- Implement and optimize AI tools (chatbots, response suggestions, lead scoring).
- Work with product/tech teams to enhance platform capabilities.

Escalation & Crisis Management:
- Handle complex or sensitive patient cases.
- Resolve complaints and service issues.
- Ensure high customer satisfaction and retention.
- Mitigate risks affecting patient trust and brand reputation.

Location: Remote - Mexico, Venezuela, Colombia

Skills required for this job:

• CRM
• Corporate compliance
• Customer Satisfaction Score (CSAT)
• Customer service management
• Data reporting
• Marketing
• Patient communication
• Response time
• Sales
• Standard operating procedures (SOP)
• Ticketing systems
• Workflows
• Workforce management