Customer Service Manager

About us

Founded in 2014, HealthJoy is a rapidly growing healthcare technology company on a mission to help employers and employees maximize the value of their benefits. Our platform provides members with a centralized benefits experience by combining a virtual healthcare assistant (JOY) and benefits wallet with telemedicine and concierge services. By integrating these services, members are guided to the right point of care, high quality and low cost physicians and facilities, and prescription savings. Additionally, JOY proactively helps members manage their health and understand the benefits they have elected.

About the Role

The HealthJoy Customer Service Manager will be responsible for consistently improving customer service quality and increasing customer satisfaction.

The Customer Service Manager will execute this vision by fully understanding the needs of end users, understanding the results of the work effort that has been completed, and communicating the excitement of momentum and value that was delivered to the business back to the Healthcare concierge (HCC) team.

What You'll Do

• Passionately care for the well-being and satisfaction of Members;
• Act as the «voice» of our members and provide feedback to the rest of the Company;
• Embrace change and drive continual improvement of Member experience;
• Formulate Member Experience end to end Vision, Strategy and Guiding Principles;
• Set goals, KPI's, execute campaigns, measure performance, and report status;
• Drive members to engage with our products and Advisors;
• Build a world class Member Experience team;
• Identify key Member Experience issues and own initiatives to ensure retention;
• Develop effective reporting mechanisms to evaluate performance, and make operational changes as necessary;
• Working cross-functionally to understand and address factors affecting retention, including competitive product elements, customer satisfaction, etc;
• Development and monitoring of renewal best practices, including call scripts, objection handling, competitive positioning, etc.

What You'll Need

• 3+ years of relevant experience in a contact center environment;
• Enthusiastic and creative leader with the ability to inspire others;
• Advanced English speaking and writing skills;
• Strong empathy for members AND drive for revenue and growth;
• Experienced in managing, mentoring, coaching and leading a fast-growing team;
• Adept with common contact center technology, software and best practices (Five9, IVR Systems, Workforce Management, etc.);
• Established track record of success;
• Analytical and process-oriented mindset;
• Excellent verbal, written, presentation and interpersonal communication skills;
• Exceptional employee relations skills;
• Healthcare experience a plus!

HealthJoy Perks

• Competitive salary
• Convenient office location
• Help with relocation for the perfect candidate
• Experience exchange with our foreign colleagues
• Corporate lunches
• Corporate English lessons with a native speaker
• Full or partial coverage of costs for certification and conferences

HealthJoy is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other basis forbidden under federal, state, or local law. In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.