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Posted on September 15, 2022 in US Jobs

Customer Support Team Lead

Who we are

binx health is a healthcare technology and diagnostics company focused on expanding access to care. The binx io is the world’s first FDA-cleared, CLIA-Waived, point-of-care platform for chlamydia and gonorrhea testing in both males and females. Our rapid, molecular platform brings rapid, accurate and convenient infectious disease testing to clinical settings nationwide. binx everywhere is our technology platform that provides the necessary tools to connect your community with convenient diagnostic testing programs through self-collected samples, high-quality laboratory partnerships, and a full continuum of clinical care where and when it’s convenient for them. Our solutions have the ability to broaden access to care for millions and put proprietary testing solutions in the hands of clinicians everywhere. We work with universities, hospitals, clinics, public health departments, k-12 schools, employers and other organizations to provide patient-centric solutions for their communities.

Our Values

We are… Bold – Tenacious – One Team – Fixated on Our Mission

At binx health, we know a diverse workforce adds to our collective value and strength as an organization. People of colour, the LGBTQIA+ community, disabled candidates and veterans are strongly encouraged to apply. binx health is proud to be an Affirmative Action and Equal Opportunity Employer, committed to equal employment opportunity and fair, equitable compensation regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

The Position

The Digital Support Team Lead is responsible for overseeing the daily operations of a support team as well as participating as an active member of the team by handling support cases. This individual will be expected to lead by example by providing exceptional support to customers and helping to ensure daily flow, managing internal and external escalations, helping with ad hoc projects, providing coaching/mentoring for Customer Support Specialists, and training. The Support Team Lead will work within the Customer Support Team and will report to the Customer Support Manager.

Responsibilities

Under the supervision of the Customer Support Manager, the duties and responsibilities of the Customer Support Team Leader include:

  • Conduct training of team members to maximize their potential.
  • Empower team members with skills to improve their confidence, product knowledge, and communication skills.
  • Monitor and coordinate technical escalations.
  • Monitor queues, assist with daily goals, and conduct quality control to reduce errors to improve procedures.
  • Establish, recommend, and implement policies to ensure the quality, timely and efficient design of customer-oriented services.
  • Create a supportive team environment

Education, Experience, and Demonstrated Skills

  • Experience with a customer support platform (Salesforce is a huge plus)
  • Strong interpersonal and communication skills
  • Strong organizational skills to give the team direction.
  • Previous experience in a leadership or management role, preferably in the Health Science sector.
  • Minimum High School Diploma or equivalent, some college preferred

For interested applicants, please submit resumes to careers@mybinxhealth.com