Customer Experience Lead

1 month ago

London, Greater London, United Kingdom Healthera Full time
About Healthera

Healthera is a pioneering digital health company that is revolutionizing the healthcare industry with its innovative technology. Our mission is to provide seamless and personalized experiences for millions of patients in the UK and abroad.

Job Overview

We are seeking a highly skilled and experienced Customer Experience Lead to join our team. This role is crucial in designing and delivering exceptional customer experiences and driving customer satisfaction for both our B2B and B2C customers.

Key Responsibilities
  • Customer Experience Strategy: Develop and implement strategies to enhance the overall customer experience, starting from creating a seamless customer journey through working collaboratively with our Product, Tech, and Growth teams.
  • Team Leadership and Management: Lead, mentor, and manage the customer service team to ensure high performance and engagement.
  • Operational Excellence: Oversee daily customer service operations, ensuring efficiency and effectiveness.
  • Customer Interaction and Support: Address and resolve complex customer issues and complaints with professionalism and empathy.
  • Collaboration and Communication: Work closely with other departments to ensure a seamless customer experience across all touchpoints.
Requirements
  • Bachelor's degree in Business Administration, Customer Service, Management, or a related field; advanced degree or certification in customer experience management is a plus.
  • 5+ years of experience in customer service or customer experience roles, with a proven track record of leading teams and driving customer satisfaction.
  • Mandatory: demonstrated experience building customer service processes and optimizing existing processes.
  • Experience in customer experience in a B2C environment.
  • Full proficiency in customer service software such as Jira, Zendesk, and CRM systems such as Hubspot.
What We Offer
  • Competitive salary and benefits package.
  • Share options and cash bonus - allowing you to grow with the business.
  • Opportunities for career growth and professional development.
  • A collaborative and innovative work environment.

Healthera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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