Customer Service Technology Lead

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Requirements:

• 5 + years in Customer Service Operations or Support/Experience Ops, with 2 + years administering Intercom (or Zendesk/Salesforce Service Cloud) in a regulated environment.
• Proven track record of reducing handle time, improving CSAT/NPS, and scaling processes without sacrificing quality.
• Data-literate: comfortable slicing CSVs or writing queries to validate hypotheses.
• Skilled process documenter and trainer—you can translate clinical-pharmacy complexity into crisp, step-by-step instructions.
• Familiar with HIPAA or other PHI/PII frameworks; SOC 2, GDPR, or PIPEDA knowledge is a plus.
• Bias for action: you identify the 80/20 levers, ship minimum-lovable solutions, measure, and iterate.

Responsibilities:

• Map and refine the entire support journey (billing, pharmacy coordination, clinical questions, shipping).
• Build SOPs, routing rules, and SLAs that balance speed with regulatory compliance (HIPAA, PCI, PIPEDA).
• Partner with Workforce Management to forecast volume and set staffing plans that hit response-time targets.
• Own the Help Center and internal knowledge base: develop taxonomy, review cadence, and authoring standards.
• Roll out macros, checklists, and playbooks that shrink time-to-resolution and rep ramp-up.
• Run weekly coaching, QA calibrations, and “voice of customer” debriefs to keep quality and empathy high.
• Define the CS metrics stack (CSAT, FRT, AHT, NPS, deflection) and build dashboards in Intercom, Looker, or similar.
• Run data deep-dives, pinpoint bottlenecks, and champion cross-team projects that improve patient experience.
• Present monthly Ops reviews to execs, highlighting wins, risks, and next-quarter priorities.
• Implement targeted Intercom bots, triggers, and integrations that remove repetitive clicks for reps and customers alike.
• Evaluate third-party apps (AI assist, QA, billing) and own vendor relationships and renewals.