Customer Support Manager / Responsable d’Équipe du Support Client

ABOUT CIRCLE MEDICAL:

Circle Medical is the fastest-growing telemedicine provider in the US and has seen incredible growth of over 100% per year over the past three years.

Circle Medical is a venture-backed Y-Combinator healthcare startup on a mission to bring quality, delightful primary care to everyone on the planet. Built by top-tier physicians, engineers, and designers, our medical practice and underlying technology have pioneered how people find and receive care.

More about us can be found on our website.

DESCRIPTION:

We are currently looking for a Customer Support Manager to join the Patient Experience team at Circle Medical Technologies, helping our US-based patients navigate the complex healthcare system, as well as contribute to the growth of our company and product.

This is a leadership position in a fast-growing venture-backed startup with significant opportunity for advancement for the right candidate, and it is also a great opportunity to work closely with physicians (MDs and DOs), physician assistants, and nurse practitioners and gain clinical exposure.

This is a full-time role with excellent benefits, located in our beautiful office in the super hip Mile-End office.

WHAT YOU'LL DO:

1. Oversee daily operations, ensuring timely and effective resolution of patient inquiries.
2. Lead, mentor and develop a high-performing team of Patient Care Advocates.
3. Inspire, motivate, and guide the team towards achieving team and company goals. This includes setting expectations, providing direction, leading by example and developing training programs to ensure PCA’s are knowledgeable and equipped to assist patients effectively.
4. Manage employees’ individual performance and provide timely and effective feedback based on but not limited to, company values and mission, daily reports, objectives and performance metrics.
5. Track individual and team performance by establishing, monitoring and improving goals, KPIs and quality standards that support an exceptional patient experience.
6. Identify opportunities and implement plans to optimize or improve KPIs, workflows and operational efficiencies.
7. Identify trends in patient inquiries and utilize feedback from patients to drive continuous improvement in support services.
8. Think creatively to solve problems standing in the way of patient experience, care, or outcomes.
9. Collaborate with product, engineering, and clinical teams to improve the overall patient experience.
10. Lead initiatives and strategies that will provide an exceptional patient experience as we scale.
11. Ensure workflows, documentations, and patient-facing tools are up to date.
12. Resolve conflict with difficult patient escalations and employee relations that require an expert touch, by being empathetic, recognizing and addressing emotions in a constructive way, and creating a positive path forward.
13. Plan and manage team headcount to ensure adequate coverage and scalability as the company grows.

WHAT YOU'LL BRING:

1. At least 5 years experience working in customer service (healthcare, retail, hospitality, call centre, etc) with at least 2 years of experience managing and leading teams.
2. Strong leadership and people management skills, with the ability to inspire and motivate a team.
3. Strong customer support and emotional intelligence qualities with the ability to understand the patient’s needs and be a trusted patient advocate.
4. Ability to analyze data, identify trends, and drive process improvements.
5. Excellent communication and problem-solving abilities.
6. Familiarity with general contact centre structure and process.
7. Empathy-driven approach to customer service, especially in a healthcare setting.
8. Self-starter mentality with an eagerness to learn and the ability to collaborate and work autonomously.
9. Strong multi-tasking and time management skills.
10. English fluency; Excellent verbal and written skills, listening, including grammar, spelling, and punctuation.
11. The ability to be on time to a Montreal based office, local presence required and within a reasonable commuting distance.

WHAT WILL GIVE YOU AN EDGE:

1. Prior experience in a venture-backed healthcare or startup/technology setting.
2. Ambition to have a long-term career in healthcare.
3. Experience living in the US or using the US healthcare system.
4. Experience using a Macbook, Google Workspace and learning new technologies.
5. A university degree in a scientific, business or finance-related field.

PHYSICAL REQUIREMENTS:

1. Prolonged periods of sitting at a desk and working on a computer.
2. Must be able to lift up to 15 pounds at times.

COMPENSATION:

In alignment with our values, Circle Medical has transparent salaries based on merit-based output levels, and our total rewards include equity options.

This is a full-time, salaried exempt position with generous vacation, full health benefits, and RRSP matching.

Montreal Office Benefits:

1. Flexible vacation & generous sick leave after 90-days.
2. Paid bonus holidays in addition to local statutory holidays.
3. $500 annual education and development reimbursement.
4. Extended Medical, Dental, Vision, Disability & Life insurance benefits for eligible Employees, enhancing local provincial coverage (eligibility after 90-days).
5. Wellness perks, including Healthcare Spending Account, EAP, discounted therapy and more.
6. Group RRSP matching.
7. Weekly in-office team lunches!

Circle Medical is an equal-opportunity employer and affirmatively seeks diversity in its workforce. Circle Medical recruits qualified applicants and advances in the employment of its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.