Senior Customer Service Manager

Portland, OR

52 Limited is a digital staffing agency with an industry-leading focus on the creative + technology space. We exclusively place tech and creative talent in direct-hire, contract-to-hire, and contract roles with our clients in Portland, Seattle, Austin, and San Francisco.


We are looking for a Senior Customer Service Manager for a full time role with a healthcare tech client in Portland, Oregon.


Our Senior Customer Service Managers will be responsible for coordinating the best possible user experience. We lean into our Senior CSM’s as our facilitators and problem solvers who build relationships internally and externally, focused on enabling user satisfaction and product loyalty. Our Senior CSM's are expected to enact the change required to tackle the complex challenges faced by our CS Managers and  Team and the users they serve. Our Senior CSM's work directly with our Implementation and Product teams to ensure that user needs are met and their insights are leveraged in an impactful manner. They are responsible for coordinating communications between the CS Manager and all stakeholders to ensure that the CS Team is kept current regarding potential user-facing blockers, and fully trained in all aspects of our Product.

 

Our Ideal Candidate (will be happy to):

  • Partner with Customer Service Managers to ensure that the user voice and their experiences are  being shared with stakeholders, and actioned upon.

  • Be engaged and proactive with regard to team expectations, workflows and processes, and encourage transparent feedback from Customer Service Managers and peers alike.

  • Give accurate direction and support to Customer Service Managers to facilitate our SLA targets and performance goals.

  • Have the ability to meet or exceed individual and team performance metrics. 

  • Partner with CS Managers to approve and put to action any plans for improvement to service standards, workflows, or team with the intent of swift and marked improvement.

  • Liaise with trainers and mentors to ensure that our CS Managers and Team maintain a shared work ethic, and are aware of the latest Health Tech trends that may be of benefit to our service.

  • Ensure that our Customer Service Managers are incorporating our values into daily CS Team workflows  in order to support an inclusive and collaborative office culture. 

  • Serve as a mediator between CS Managers and users in cases of any disputes which may arise during the course of service, to ensure that both parties are protected.

  • Approach challenges with logic, patience, and solutions in mind.

  • Champion a team of Customer Service Managers that believe in our people and our product.

 

The Basics:

  • 5+ years in a Customer Service Management or Lead Role.

  • Ensuring that our customer service specialists are fully trained in compliance, and that they are respectful of user PHI as they resolve issues and concerns via live chat and email.

  • Applied knowledge of Confluence, Zendesk, Zendesk Explore, Slack, and Administrative apps.

  • Proven ability to set clear expectations and plans for growth or improvement for Customer Service Managers and Team members.

  • Inclusive and supportive communication skills – both written and verbal.

  • Partner with the Customer Service Manager to manage daily workflows and staffing.

  • Excellent interpersonal skills - you must be able to demonstrate empathy and active listening.

  • Comfortable with technology and utilizing it to empower our team and users.

  • A genuine, personal desire to be supportive of others.

  • A desire to learn - even when the subject matter is outside of your comfort zone.

  • We are a pre-launch startup so you will be expected to help develop our Customer Service SOP’s and training, and engage in our developing product narrative.

  • You must be open to a flexible work schedule. This is in no way a routine position, however, it is one that will allow you to take an active role in the processes and workflows behind this very new technology.

 

Bonus Points for:

  • Experience working in a startup environment.

  • Experience working in the Healthcare industry.

  • Having a sense of humor is always a plus.

  • Bilingual (Spanish).