Lead, mentor, and support a team of Care Concierge Executives, creating a nurturing atmosphere that encourages growth and empathy.
Engage with clients through different platforms ,such as email, phone, and chat, on ticket escalation from the Care Concierge Team.
Own the Knowledge Centre and help articles for the Care Concierge, collaborate with different departments to ensure all help articles and team SOPs are up to date and in line with Product revisions.
Provide guidance, mentorship, and coaching to team members, helping them refine their skills and embrace a client-centered approach.
Perform quality assessments and offer thoughtful feedback to guide the professional development of team members.
Host regular team meetings to align with our company's initiatives, enhance comprehension, and foster a close-knit team spirit.
Monitor and uphold key performance indicators (KPIs) and metrics that reflect our commitment to excellent service and continuous improvement.
Carry out routine audits in accordance with client specifications to ensure SLA compliance and report accuracy.
Perform interviews and assessments of potential Care concierge to identify individuals who resonate with our values and are dedicated to shaping a cohesive and compassionate team
Requirements
Bachelor's degree or equivalent. A degree or relevant experience in a field of psychology, Counselling or related to mental health and wellness, is a plus!
2+ years experience leading a customer support operation at a regional level.
Excellent communication skills, with a compassionate and empathetic approach to client interactions.
Strong problem-solving skills, capable of addressing client concerns with sensitivity and understanding.
Detail-oriented, organized, and skilled at managing multiple responsibilities.
Technically savvy and has experience using different customer support tools (Zendesk, Intercom, Cloudtalk, Google Workspace)
