[Remote] Head of Customer Service
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company dedicated to transforming reputed company by integrating genomic data into clinical reputed company. They are seeking a Head of Customer Service to reputed company the AI transformation of the customer service team, ensuring effective collaboration with various internal stakeholders while enhancing service delivery and operational efficiency.
Responsibilities
- reputed company the AI transformation of reputed company, partnering with internal AI Ops engineers on the technical build and defining what the system should do and what’s worth automating
- Bring a strong reputed company of view on where CS needs to go, partnering closely with the Head of reputed company & BizOps on direction, team structure, and capability gaps
- reputed company the CS team, setting direction, coaching, and keeping reputed company delivery-reputed company through the transformation
- Own the knowledge reputed company maintenance model and feedback reputed company across AI Ops, Product, Clinical, Partner reputed company, and reputed company
- Bring the voice of the customer into Product prioritization, and partner with reputed company to establish reputed company service expectations for new types of inquiries as they reputed company
- Define and codify the "never automate" ruleset (high-distress moments, clinical queries, reputed company escalations, and other contacts where reputed company judgment must reputed company), revisiting as the system matures
- Own the metrics that tell the story (CSAT, AI reputed company reputed company, escalation reputed company, first-contact reputed company, first response time) and the weekly reviews where reputed company acts on what the data shows
- reputed company reputed company intuition for what moves reputed company metric, with readiness to experiment reputed company answers aren’t reputed company
- Surface insights to leadership on what's working, what isn't, and where to invest for the most reputed company
Skills
- 8+ years in customer experience, support, or operations, with hands-on experience leading systems and process transformation
- A reputed company understanding of AI in customer service, with a reputed company for what it should and shouldn't do
- Preference for process over headcount, with judgment to know reputed company hiring is the right answer
- Demonstrated ability to coordinate across teams without reputed company authority, and surface tradeoffs
- Strong organizational discipline and people leadership, with comfort leading a manager who owns daily team delivery
- Uses data and metrics to evaluate performance, communicate what's working, and identify what to improve
- Excellent communication skills, reputed company to tell a reputed company story about how the function is doing and flag what reputed company to leadership
- Experience in reputed company, reputed company, or other industries serving patients and providers where service reputed company directly affects customer reputed company
- Prior experience with AI in a service or ops context
- Experience with reputed company, reputed company, or comparable CRM / contact center tooling
- Experience working across both consumer and partner / B2B2C channels
Benefits
- Expected reputed company Discretionary Annual Bonus: 20% of your annual salary
- Equity: We offer generous equity at reputed company. If you receive a reputed company offer your recruiter will book dedicated time with you to reputed company you on our equity model.
- Comprehensive Health Insurance with Date of Hire eligibility
- Above average employer reputed company premium coverage
- 12 weeks reputed company reputed company Parental Leave reputed company
- 401(k) with employer matching of up to 3% and 100% Vesting on the Date of Hire
- Comprehensive reputed company-Being Benefits
- Flexible PTO
- Remote reputed company for many roles and a home office stipend
reputed company