Customer Service Technical Lead

About Winona:

Winona is one of the leading telemedicine companies providing HRT for women in menopause. We’ve built all of our technology in house including an EHR, patient care admin system, patient portal, website, marketing technology etc. Winona has two compounding pharmacies and a team of in house physicians providing world-class care via a fully vertically integrated business model.

About the role:

We are seeking a dedicated and skilled Customer Service Technical Lead to join our team. This role combines technical support, administrative assistance, and staff management to ensure efficient and seamless call center operations. The ideal candidate will have experience in technical support within a call center environment and possess strong problem-solving, communication, and organizational skills.

Seniority Level: Senior-level

Responsibilities:

Technical Support

• Provide first-line technical support to call center agents, resolving hardware, software, and network connectivity issues.

• Oversee the administration and optimization of cloud-based call center software.
  Diagnose and resolve technical problems affecting call center operations, including system failures, software errors, and network outages.

• Collaborate with the development team to implement new technical solutions and resolve system issues.

• Serve as a point of contact for call center representatives regarding technical difficulties.

• Support in monitoring activity across various platforms and addressing issues, working with the Patient Services Manager and Engineering to identify and troubleshoot administrative bugs.

• Assist in setting up and managing IVRs and provide support for platforms such as JustCall, Twilio, and Calendly.

• Find software solutions for training, scheduling, and optimization

Staff Support

• Liaison between service product and analytical teams

• Overseeing scheduling software for patients and representatives

• Coordinate with other departments to ensure timely resolution of patient inquiries and issues.

• Provide general support to the call center team to ensure smooth operations.

Staff Support and Training

• Develop and manage staff schedules to ensure adequate coverage and optimize efficiency.

• Collaborate with team members to accommodate preferences and resolve personal issues.

• Manage staff assignments to meet productivity goals and assist in monitoring and tracking performance for improvement opportunities.

• Conduct comprehensive training for new hires and provide ongoing training for the Patient Services Team as needed.

Problem Solving

• Troubleshoot technical issues and provide solutions or escalate as necessary.

• Identify opportunities to improve call center processes and workflows.

• Analyze data to identify trends and patterns related to technical issues and suggest improvements.

Calendar Management

• Implement out-of-office messages and manage other communication tools as needed.

Qualifications:

• 3-5 years of proven experience managing a customer support team, preferably in a call center environment.

• Experience in both healthcare and technology sectors.

• Strong leadership and interpersonal skills, with the ability to inspire and motivate team members.

• Proven experience in technical support, with a strong understanding of cloud computing platforms and technologies.

• Experience setting up and managing IVRs (Interactive Voice Response systems).

• Previous experience in a customer service environment is preferred.

• Demonstrated experience with JustCall, Twilio, Intercom, Mixpanel and Calendly platforms.

• Proficient in using computer systems, software applications, and phone systems.

• Excellent verbal and written communication abilities, with strong customer service and conflict resolution skills.

• Strong problem-solving, analytical, and decision-making skills, with attention to detail.

• Ability to multitask, prioritize tasks effectively, and remain calm under pressure.

• Reliable high-speed Wi-Fi and a personal laptop.

• Availability weekdays between 8 AM to 4 PM Eastern Time/Central Time/Pacific Time

What’s in it for you?

As a full-time member of our team, you’ll enjoy:

• Flexible hours, work wherever you choose.

• Unlimited PTO.

• Non-working holidays per country of residence.

• Referral bonuses.

• Financial support for online courses.

• Fun and casual work environment.

• Employee engagement activities and virtual gatherings.

• We are a diverse, global team! 🌍