Experienced Customer Service Technical Lead – Call Center Operations and Technical Support Specialist for blithequark

Introduction to blithequark

blithequark is a pioneering telemedicine company that has revolutionized the way women in menopause receive Hormone Replacement Therapy (HRT). By developing all our technology in-house, including an Electronic Health Record (EHR) system, patient care admin system, patient portal, website, and marketing technology, we have created a fully vertically integrated business model. This model allows us to provide world-class care through our team of in-house physicians and two compounding pharmacies. As a leader in the telemedicine industry, blithequark is committed to delivering exceptional patient care and support.

About the Role

We are seeking a highly skilled and dedicated Customer Service Technical Lead to join our team at blithequark. This senior-level role combines technical support, administrative assistance, and staff management to ensure the efficient and seamless operation of our call center. The ideal candidate will have experience in technical support within a call center environment and possess strong problem-solving, communication, and organizational skills. As a technical lead, you will be responsible for providing first-line technical support, overseeing the administration of cloud-based call center software, and collaborating with our development team to implement new technical solutions.

Key Responsibilities

• Technical Support: Provide first-line technical support to call center agents, resolving hardware, software, and network connectivity issues. Oversee the administration and optimization of cloud-based call center software, diagnose and resolve technical problems affecting call center operations, and collaborate with the development team to implement new technical solutions.
• Staff Support: Serve as a liaison between service product and analytical teams, oversee scheduling software for patients and representatives, and coordinate with other departments to ensure timely resolution of patient inquiries and issues. Provide general support to the call center team to ensure smooth operations.
• Staff Support and Training: Develop and manage staff schedules to ensure adequate coverage and optimize efficiency. Collaborate with team members to accommodate preferences and resolve personal issues. Manage staff assignments to meet productivity goals and assist in monitoring and tracking performance for improvement opportunities. Conduct comprehensive training for new hires and provide ongoing training for the Patient Services Team as needed.
• Problem Solving: Troubleshoot technical issues and provide solutions or escalate as necessary. Identify opportunities to improve call center processes and workflows. Analyze data to identify trends and patterns related to technical issues and suggest improvements.
• Calendar Management: Implement out-of-office messages and manage other communication tools as needed.

Essential Qualifications

• 3-5 years of proven experience managing a customer support team, preferably in a call center environment.
• Experience in both healthcare and technology sectors.
• Strong leadership and interpersonal skills, with the ability to inspire and motivate team members.
• Proven experience in technical support, with a strong understanding of cloud computing platforms and technologies.
• Experience setting up and managing IVRs (Interactive Voice Response systems).
• Previous experience in a customer service environment is preferred.
• Demonstrated experience with JustCall, Twilio, Intercom, Mixpanel, and Calendly platforms.
• Proficient in using computer systems, software applications, and phone systems.
• Excellent verbal and written communication abilities, with strong customer service and conflict resolution skills.
• Strong problem-solving, analytical, and decision-making skills, with attention to detail.
• Ability to multitask, prioritize tasks effectively, and remain calm under pressure.
• Reliable high-speed Wi-Fi and a personal laptop.
• Availability weekdays between 8 AM to 4 PM Eastern Time/Central Time/Pacific Time.

Preferred Qualifications

• Certifications in technical support or a related field.
• Experience with project management tools and software.
• Knowledge of data analysis and reporting tools.
• Experience working in a remote or virtual team environment.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Service Technical Lead, you will have the opportunity to develop your technical and leadership skills, work with a talented team of professionals, and contribute to the success of our company. You will also have access to financial support for online courses, allowing you to continue learning and developing your skills.

Work Environment and Company Culture

blithequark is a diverse, global team that values flexibility, work-life balance, and employee satisfaction. We offer a fun and casual work environment, with opportunities for virtual gatherings and employee engagement activities. Our team is passionate about delivering exceptional patient care and support, and we are committed to making a positive impact in the lives of our patients.

Compensation, Perks, and Benefits

As a full-time member of our team, you will enjoy a range of benefits, including:

• Flexible hours and the ability to work from anywhere.
• Unlimited PTO and non-working holidays per country of residence.
• Referral bonuses and financial support for online courses.
• A fun and casual work environment, with opportunities for virtual gatherings and employee engagement activities.

Conclusion

If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Service Technical Lead, you will play a critical role in ensuring the success of our call center operations and providing exceptional support to our patients. With a range of benefits, opportunities for growth and development, and a fun and casual work environment, this is a unique chance to join a talented team of professionals and make a positive impact in the lives of our patients. Apply now to take the first step in your new career at blithequark!