Job Description

Leafio is committed to delivering exceptional customer experiences in the healthcare space. We are seeking a Customer Service Team Lead who will play a crucial role in leading our customer support team, optimizing processes, and building strong customer relationships. Key Responsibilities: Team Leadership:

• Build and lead a high-performing team by providing clear leadership, direction, and support.
• Promote staff empowerment and growth through mentorship, coaching, and professional development.
• Delegate responsibilities effectively and manage team performance to achieve goals.
• Ensure compliance with company policies, taking timely and fair action when necessary.
• Foster an inclusive and diverse working environment.
• Set team OKRs and KPIs related to patient/customer satisfaction and monitor metrics for continuous improvement.

Process Improvement and Optimization:

• Evaluate current customer touch points, systems, and processes to identify pain points.
• Develop and implement new processes to enhance efficiency and customer satisfaction.
• Create workflows and responsibility matrices to ensure transparency and understanding.
• Collaborate with stakeholders to develop actionable plans for process improvement.
• Conduct post-implementation assessments and make necessary adjustments.

Relationship Building:

• Develop and implement strategies to increase customer retention rates.
• Ensure Customer Service Specialists cultivate strong relationships with customers.
• Identify and mitigate risks that could affect customer relationships.
• Address product issues, resolve conflicts, and escalate issues when necessary.

Customer Interaction:

• Take a proactive approach to customer support, anticipating and solving potential problems.
• Gather and relay customer feedback to relevant internal teams.
• Advocate for customer needs within the organization.
• Engage with customers through various channels to address inquiries and provide information.
• Analyze and resolve customer issues with a solutions-oriented mindset.
• Ensure prompt and effective resolutions.

Metrics and Reporting:

• Track key metrics such as call rates, email response times, and same-day resolution rates.
• Use data to monitor customer satisfaction, identify trends, and drive improvements.

  Qualifications

• 4+ years proven experience in a leadership role within customer support or a similar field.
• Strong understanding of** process improvement and optimization techniques.**
• Good with Excel. Highly advantageous if you have experience with **Cin7 and Shopify **
• Excellent relationship-building skills and a customer-centric mindset.
• Ability to manage multiple tasks and deadlines effectively.
• Strong analytical skills with a data-driven approach to decision-making.
• Experience with CRM systems, preferably Zendesk