Customer Care Team Lead
About the role
Join Lucis: Pioneering Preventive Health in Europe
At Lucis, we are committed to transforming healthcare from reactive to preventive, developing an innovative platform aimed at enhancing human longevity. As we expand, we are seeking our inaugural Customer Care Team Lead to elevate member experiences and ensure their happiness throughout their health journeys.
Role Overview: In this pivotal role, you will serve as the primary advocate for our members, directly addressing their inquiries and concerns. You will play a vital role in shaping our operational metrics and leading a high-performing support team.
Main Responsibilities:
- Frontline Support: Provide exceptional support to members and lab partners through chat and phone, ensuring a seamless experience.
- Product Expertise: Master our internal systems and recommend enhancements to improve efficiency.
- Member Satisfaction: Develop proactive initiatives to maintain top-tier member satisfaction.
- Team Development: Recruit, mentor, and lead a growing support team while creating standard operating procedures and training materials.
- Feedback Integration: Translate daily support encounters into actionable insights for product development.
Requirements:
- Minimum 2 years of experience in high-volume B2C customer support, with a focus on mentoring.
- Bilingual proficiency in English and French.
- Strong interpersonal skills and a passion for enhancing member experiences.
- Attention to detail and a proactive approach to problem-solving.
How to Apply: Interested candidates should prepare for an introductory call, followed by a case study interview, a team discussion, and reference checks.
Join us at Lucis as we innovate the future of health care, one member at a time.
Summarised by JobsOnline Africa from the employer's listing. The full details are on the employer's site when you apply.
