Customer Support Manager

SWORD Health

Porto, PT
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/27/2021
  • Website: swordhealth.com
  • Company Address: , New York, NY

About SWORD Health

SWORD Health is a digital musculoskeletal (MSK) therapy provider. We pair licensed physical therapists with innovative technology to help people overcome their chronic and post-surgical pain faster and more cost-effectively. We’re on a mission to free two billion people from pain by making it simple for people to recover at home, without resorting to imaging, surgeries or opioids.

Job Description

WHO WE ARE

SWORD Health is a pioneering digital healthcare company working to relieve the millions of people suffering from musculoskeletal pain. Our groundbreaking solution pairs licensed physical therapists with an artificial intelligence powered digital therapist to help people overcome chronic and post-surgical pain faster and more cost-effectively than anything out there. We’re on a mission to reduce U.S. healthcare costs by $70B by making it simple for people to recover at home, without resorting to imaging, surgeries or opioids.

Responsibilities:

Oversee the customer support team;
Improve customer support experience;
Take ownership of customers issues and follow problems through to resolution;
Develop support procedures, policies and standards;
Keep accurate records and document customer support actions and discussions;
Analyse statistics and compile accurate reports;
Recruit, mentor, and develop customer support agents, nurturing an environment where they can excel through encouragement and empowerment;
Keep ahead of tech developments and apply best practices to areas of improvement;
Control resources and utilise assets to achieve qualitative and quantitative targets;
Maintain an orderly workflow according to priorities.

Required skills and experience:

Proven working experience as a Customer Support Manager and in providing customer support;
Knowledgeable and experienced in service desk solutions;
Ability to think strategically and to lead;
Able to work under pressure in a fast-paced environment;
Proficiency in English;
Able to make sound business decisions with a strong sense of urgency;
Able to work across all levels within an organization with a collaborative approach;
Driven by providing exceptional customer support to both internal and external customers;
Available to work on evening, weekends, and holidays within the 40-hour work week, if needed.

Bonus Point:

Acquainted with IT Companies/ Startups.

To ensure you feel good solving a big Human problem, we offer:

A bright future at a promising high-tech startup company;
Career development and growth, with a competitive salary;
The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change an industry;
A stimulating atmosphere with room for creativity - fast-paced, fun, and energetic startup with a friendly culture;
A flexible environment where you organized your work dynamic: flexible working hours, remote work policy and unlimited vacations;
Access to health and well-being programs (yoga classes, digital therapist sessions).

Please note that SWORD Health Recruiting will only correspond through @swordhealth.com domain email addresses. Any outside requests claiming to represent SWORD Health Recruiting may be fraudulent. We will never ask you to submit payment or financial information to participate in our interview process. If you suspect that you've been contacted by a scammer, we recommend you cease all communication with the individual and consider reporting them to the relevant authorities, such as the US FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you received from SWORD Health Recruiting, please forward it to [email protected]

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.