At Tend, were combining top-notch care with soothing and safe environments, elevated hospitality, consumer-grade technology, and curated products to redefine going to the dentist as a whole-you wellness experience. Headquartered in Nashville and New York City - Reimagining dentistry takes a unique and diverse team, all working together through commitment, collaboration, and creativity to create the worlds first dental wellness experience. Join the team that makes going to the dentist an experience people look forward to. Were searching for a compassionate & skilled Customer Support Manager who can lead our Member Experience team in ensuring the consistent delivery of a high-quality patient experience. Keeping our Tend values at heart you will oversee our customer care function to provide concierge-like support to our patients. Working in a collaborative & engaging environment, youll truly impact and influence the overall Tend experience.
About The Role
Partner with the VP, Contact Centers to create and drive the vision, mission and functional oversight of the Contact Center teams across geographies
Set clear objectives to produce measurable results in customer satisfaction and contact center operational performance
Focus on quality process operational process transformation.
Provide actionable metrics and insights into the performance and operational health of the teams
Expand the Quality Process to focus on systematic issues impacting performance, and include the capture of business intelligence
Diagnose, recommend, and implement operational transformation efforts to significantly improve customer experience and operational excellence
Create and pursue process and efficiency improvement opportunities
Collaborate with the VP, Member Experience to define and coordinate Tends sales and engagement strategies with a strong focus on customer satisfaction/retention and team member satisfaction.
Create a work environment that continually promotes quality and team member effectiveness
Review and evaluate, on a continuing basis, the team's performance against annual operating and strategic goals.
Proven contact center leader with medical, dental background
Quality process re-engineering, customer satisfaction, and operational process transformation expertise
Knowledge of Contact Center Forecasting, Staffing and Scheduling processes, tools and metrics
Understanding of COPC Certification Requirements and ability to bridge gaps from existing capabilities to desired state.
Familiarity with Five9, Salesforce, Verint and other contact center systems.
Hire, train, and manage a team of up to 25 Member Experience Specialists and Team Leads in providing support for patients
Manage employee and team performance around inbound/outbound patient communication
Guide team through difficult calls or issues, manage escalations, or handling issues that cannot be fielded by specialists or team leads
Prepare reports to analyze data and metrics to improve processes, ensure resources are properly allocated, and maximize efficiency and patient satisfaction
Partner with management team members to identify trends and establish team goals
Establish workflows and processes to meet KPIs and performance goals.
Up to 50% remote WFH after the completion of training
Bachelors degree preferred
Demonstrated leadership skills with a minimum of 2 years experience managing a team, preferably in a call center, retail, hospitality, or sales setting
Proven success in patient/customer conversion & engagement
Strong coaching and leadership skills, ability to motivate employees
Takes pride in your work and and holds yourself and team to the highest standards
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
Exceptional interpersonal, customer service, problem solving, verbal and written communication, and conflict resolution skills
Decisiveness and attention to detail
Experience with various technology platforms used in support of patient/customer care, experience with Salesforce preferred
Positive and proactive can-do attitude
Bilingual with English and Spanish language fluency is a plus but not required
Our Goodie Bags are Pretty Impressive!
Our comprehensive benefits & perks program will make you grin. Employer-sponsored healthcare coverage, 401(k) with an employer match, generous paid time off, a pre-tax commuter benefit, and much more!
Keeping the Tend Community Safe
Weve always been committed to providing the highest quality of care for our team and members. During this time, we are taking extra precautions to promote the health and safety of those who work and receive treatment at our studios. From enhanced PPE to sterilized equipment and staggered visit times with on-site temperature checks, we prioritize your health every step. For more information on how were making our dental visits safer, please visit:https://www.hellotend.com/notice
We are committed to promoting a work environment in which differences are respected, employees are treated fairly and individual contributions are valued and rewarded. We are proud to be an Equal Opportunity Employer.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.