Our client is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. They offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians.
About the Role
As a Support Lead, you will have a significant, lasting impact on the company's support operations and overall experience. You will play a vital role in supporting the internal team and customers, from assisting on the front lines to serving as a subject matter expert for the Support Associates (first-level support). If working with a close-knit group of smart and hungry colleagues solving the hardest problems gets you excited, we'd love to hear from you!
patients) receive a world-class support experience.
- Utilize data to identify trends and common issues affecting visits and propose long-term solutions (Explore, Looker).
- Coach and grow the quality of Support Associates with consistent 1:1s.
- Manage day-to-day Support operations, helping in Support queues where needed and answering escalated questions/tickets.
- Track support KPIs and benchmarks.
- Work with other support managers to keep documentation/SOPs up to date and organized.
- Strategically problem-solve for process improvements.
Who You Are
- 3+ years of experience working in a support function, with 1+ years in a lead/Sr. role.
- Growth mindset and servant leadership style.
- Highly motivated and adaptable self-starter who is comfortable working in a start-up environment where things move at lightning speed.
- Professional and clear communicator with excellent attention to detail, organization, and prioritization skills.
📌 Team Lead (Telehealth) | Onsite | Medellín, Colombia
🏢 Spoke
📍 Colombia
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