About this role
Job title: Customer Service Lead
What You Will Do:
- Lead & Empower: Manage, train, and coach a global team of customer service representatives to deliver fast, effective, and high-quality patient communication.
- Process Innovation: Develop standard operating procedures (SOPs), oversee CRM workflows, and identify opportunities for AI-powered customer service automation.
Who We Are Looking For:
- 3-5+ years of experience in customer service, operations, or support team management in a lead/ managerial role.
- Proven track record of coaching teams, managing performance metrics, and optimizing lead conversions.
- Expertise in CRM systems, chat/email platforms, and managing high-volume customer inquiries.