Tech Stack

Description

You will build and scale the B2B customer support operating model, focusing on process design and continuous improvement. You'll partner with Product and Tech to enable live support, define service standards, and strengthen Healthcare CX foundations.

Requirements

• 5+ years Customer Support or CX Operations experience
• Strong background in B2B customer support environments
• Healthcare CX experience strongly preferred
• Experience building and scaling CX processes and teams
• Proficiency with Zendesk and Aircall

Responsibilities

• Design and improve end-to-end CX processes for B2B Corporate and Healthcare support
• Enable live support across B2B platforms and Fraiche app
• Define service standards including SLAs, SOPs, and quality guidelines
• Build CX workforce model and support hiring and onboarding
• Monitor CX performance and translate insights into operational improvements