Customer Support Manager

Company Description
Do you want to work on the

largest healthcare

platform in the

WORLD ?
We are Doctoralia, a Docplanner Group company, present in

13 countries , responsible for serving more than

55 million

patients and processing more than

15 million

appointments per month!
We currently have more than

2 million

healthcare professionals in our database, totaling approximately

10 million

patient evaluations to date.
Our mission is to 'make the healthcare experience more human.'
Through a diverse range of services, we are able to serve different audiences: our

marketplace , which allows patients to schedule and evaluate appointments and doctors at any time of the day or night; and our

SaaS system

aimed at optimizing office management, patient flow and online bookings. All this through an internet platform and our

iOS/Android apps.

Position Summary:
The Customer Care Manager will be responsible for leading and developing the customer service team, ensuring operational excellence and strategic alignment with other departments such as Product, Sales, and Customer Success. The role will focus on KPI analysis, creating tactical and operational plans, and constantly seeking improvements and efficiency opportunities. It also involves collecting and analyzing customer feedback to identify trends and areas for enhancement, always aligning local team practices with global standards.
Responsibilities:
Lead and manage the Customer Care team (1 supervisor and 2 team leads), providing guidance, training, and continuous support to ensure high performance and professional development.
Conduct 1:1s and weekly follow-up meetings to promote team alignment and engagement.
Oversee the handling of customer inquiries, issues, and complaints, ensuring quick and effective resolutions.
Manage escalated issues, ensuring critical problems are resolved satisfactorily.
Develop and implement KPIs to monitor team performance and measure customer satisfaction.
Analyze KPIs and prepare executive reports for senior management, highlighting trends and areas for improvement.
Identify opportunities to enhance customer service processes, proposing and implementing strategies to improve efficiency and effectiveness.
Lead strategic projects related to improving the customer experience.
Collect and analyze customer feedback to identify trends and areas for service improvement, ensuring insights are incorporated into continuous improvement strategies.
Collaborate closely with other departments, such as Sales, Product Development, and Marketing, to ensure an integrated approach to customer service.
Connect with the global team to ensure local practices align with the company's global standards and guidelines.
Prepare regular reports on customer service performance, highlighting trends, challenges, and opportunities for improvement.
Qualifications
Requirements:
Advanced English;
Experience in managing customer service leadership teams.
Expertise in KPI analysis and the ability to generate detailed reports for senior management.
Experience in creating and implementing tactical and operational plans aimed at performance improvement.
Excellent communication skills and the ability to collaborate with cross-functional teams.
Experience handling escalated issues and managing customer crises.
Proactive in seeking continuous improvements in service processes.
Experience working with global teams and ensuring alignment with global policies.
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