Global Customer Support Lead
2 weeks ago
This dynamic role offers an exceptional opportunity to join HeliosX as its strategic and visionary Customer Service Director. Based in Central London, with a hybrid setup allowing 2 days in-office and 3 days remote work, you'll be part of a high-performing global customer service function.
Your mission will be to develop and execute a world-class customer service strategy that drives business growth, delivers best-in-class support, and fosters a culture of excellence within the team.
In collaboration with Medical teams, you'll leverage technology, expertise, and outsource solutions to create seamless customer experiences.
Key Responsibilities- Develop and execute a global customer service strategy aligned with HeliosX's business goals and objectives.
- Lead a senior management team to drive capacity planning, resource management, performance management, quality assurance, and staff development.
- Promote a culture of learning, growth, and continuous improvement among team members.
- Ensure timely and insightful reporting on performance variance to budget and service KPIs.
- Collaborate with Medical teams to drive governance and ensure seamless customer interactions, particularly in complex clinical cases, complaints, and incidents.
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