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Service Operations Team Leader

Dr. B
New York, NY
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Dr. B, PBC is a telehealth platform focused on providing more equitable and efficient healthcare. We enable people to access high-quality care from wherever is most convenient across a range of conditions, including primary care, mental health, cardiology, dermatology and more. 

 

Dr. B originally launched as a vaccine standby list at the height of the Covid-19 crisis. Our mission was to save lives by matching patients who needed a vaccine with 700+ vaccine providers across 44 states. As the COVID-19 landscape evolved, we shifted our focus to hyperlocal "last mile" partnerships in areas with lower vaccination rates.

 

Now, as we extend our mission, we're hiring for a Service Operations role. You'll be a good match if you're excited by a small team taking on large incumbents and winning the trust of our customers. We're a fun team with a serious drive. This position will be fully remote.



Responsibilities

  • Lead, coach, and develop a team of 4-8 CX agents to deliver excellent customer service through coaching, monitoring performance, and providing feedback
  • Execute day-to-day customer management duties including real-time workflows, customer support, scheduling, shift approvals, reporting and QA
  • Recruiting talented Service Operations Representatives to join our team and mission
  • Support the resolution of escalated customer issues, escalate when appropriate, and report on trending issues
  • Seek out information to identify gaps and drive continuous performance improvement 
  • Work collaboratively with other members of the leadership team to foster a team environment where people want to work

 

Experience And Skills

  • 6+ years of work experience with 3+ years in a dynamic, customer-focused environment
  • Bilingual language skills (English, Spanish)
  • Experience leading, coaching, developing, and motivating teams
  • Demonstrated ability to learn quickly and to teach others to work proficiently across multiple systems and platforms
  • Demonstrated ability to solve problems analytically
  • Exceptional communication skills across all channels is required
  • Effective time manager who has the ability to coach others to work more effectively
  • Strong planning, organizational and time management skills and manage/adapt to changing priorities easily
  • Self-starter mindset who also thrives when collaborating with working teams
  • Strong intrinsic commitment to giving and receiving feedback to/from peers, cross-functional team members, and your direct manager

Dr. B

Address

New York, NY
USA

Industry

Business

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