Customer Service Manager

Analyte Health provides accessible, affordable online health care services through technology, clinical services, and patient-centric care. The Customer Service Manager will lead customer support operations, develop service strategies, manage and develop service representatives, monitor performance, resolve escalated issues, and improve customer satisfaction, retention, and loyalty.

Responsibilities:

• Develop and execute customer service strategies that align with company goals and enhance customer satisfaction
• Lead, mentor, and inspire a team of service representatives
• Establish performance metrics, monitor KPIs, and drive continuous improvement
• Implement best practices and innovative solutions to improve customer support processes
• Collaborate with stakeholders to ensure a seamless customer journey
• Handle escalated customer issues and ensure timely resolution
• Analyze customer feedback and data to identify trends and areas for improvement
• Drive initiatives to enhance customer retention and loyalty

Requirements:

• Bachelor's degree in Business, Management, or a related field
• Experience in customer service leadership roles
• Skilled in using digital tools and systems (Slack, Google Workspaces, etc)
• Proven ability to lead and develop teams in a fast-paced environment
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal abilities
• Proficiency in customer service software and CRM systems