Responsibilities

• Lead the escalation management process to ensure prompt resolution of customer issues.
• Act as the primary point of contact for critical customer escalations, ensuring a high level of customer satisfaction.
• Collaborate with cross-functional teams to identify and address systemic issues affecting customer experience.
• Analyze customer feedback and support metrics to develop strategies for continuous improvement.
• Provide training and mentorship to support staff to enhance their problem-solving capabilities.
• Develop and maintain strong relationships with key stakeholders, both internally and externally.
• Prepare reports and presentations for senior management on escalation trends and resolutions.

Requirements

• Bachelor's degree in a related field or equivalent experience.
• 5+ years of experience in customer support or a related area, preferably in the healthcare technology sector.
• Proven track record in managing escalations and delivering exceptional customer service.
• Strong analytical skills with the ability to interpret data and provide actionable insights.
• Excellent communication and interpersonal skills, with a focus on building relationships.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Familiarity with AI tools and their application in customer support is a plus.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Flexible working hours and remote work options.
• Opportunities for professional development and career advancement.
• Access to a supportive and innovative work culture recognized as one of Canada's Most Admired Corporate Cultures.
• Engagement in meaningful work that makes a difference in the lives of millions.