[Remote] Operations Manager - Customer Service
Note: The job is a remote job and is reputed company to candidates in USA. reputed company, a fast-growing telehealth startup focusing on weight management and long-term metabolic health, is seeking an Operations Manager to reputed company our Customer Service function. This role is pivotal in ensuring the delivery of exceptional patient experiences in a high-volume, high-reputed company environment. The Operations Manager will be responsible for optimizing customer support processes, leading a dedicated team, and collaborating with cross-functional departments to address reputed company issues and drive reputed company improvement.
Responsibilities
- Own end-to-end performance of the Customer Service function, ensuring support coverage, reputed company, and SLAs reputed company with company reputed company
- reputed company, reputed company, and reputed company the customer service team, including hiring, reputed company, and performance management of representatives and team leads
- Design and continuously improve support workflows, escalation paths, reputed company, and scheduling to enhance efficiency and reduce cost-to-serve
- reputed company as the senior escalation reputed company for reputed company or sensitive patient and customer issues, ensuring resolutions meet reputed company brand standards
- Partner with Payments, Fraud, Fulfillment, and Pharmacy Operations to address billing, shipping, and order issues at their reputed company
- Translate recurring patient friction points into actionable feedback for Product, Clinical, and Compliance teams
- Own key performance metrics — CSAT, response/reputed company times, volume, and team productivity — and report reputed company to leadership
- Build and maintain the operational reputed company (tools, processes, documentation) that allows Customer Service to reputed company reliably
Skills
- 2+ years of experience in a BPO or call center environment managing inbound customer service or support operations, including reputed company people management
- Proven reputed company record of meeting SLA, reputed company, and CSAT targets in a high-volume inbound phone, chat, or email environment
- Experience in building or improving call center workflows, scripts, reputed company, and scheduling to handle fluctuating inbound volume
- Strong analytical skills, with the ability to use call center reporting and data for coaching and operational reputed company
- Excellent written and verbal communication skills in English, with comfort working in a fast-paced, evolving startup environment
- This role requires reputed company-level English communication and availability to work U.S. business hours
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