Tech Stack

Description

You will lead our patient support and success teams, ensuring a seamless, human-centred experience at scale. Your mission is to build a culture of care excellence, scale patient experience through technology, and serve as the voice of the patient to senior leadership.

Requirements

• Experience leading customer support or success teams in a healthcare or tech environment
• Strong coaching and team development skills
• Experience with CX tools like Zendesk, Zoho, Zapier
• Ability to use data and patient feedback to drive strategic decisions
• Comfortable navigating sensitive health topics (sexual health, mental health)

Responsibilities

• Coach and develop support team leads to balance high-volume support with empathy
• Define KPIs that balance service excellence, efficiency, and cost control
• Serve as final escalation point for complex patient issues
• Analyze ticket volumes to identify AI and automation opportunities
• Drive CX knowledge management and internal documentation strategy