Assistant Manager, Customer Support Specialist

At Mia Aesthetics, we are not just leading the way in plastic surgery—we're redefining it.

Our goal is simple: to ensure everyone has access to the highest quality plastic surgery without the premium price tag. With an elite team of plastic surgeons across the U.S. and a family of over 150,000 satisfied patients, we're on a mission to make beauty accessible to all.

Mia Aesthetics provides on-the-job training, professional development opportunities, opportunities for advancement, benefit offerings, and more.

Be a part of a team transforming lives and supporting dreams every day!  

The Assistant Manager, Customer Support Specialist assists in overall management efforts of CSS Business Process Outsourcing (BPO) partner sites. 

Duties & Responsibilities :

· Participates in the BPO interviews and recruiting timeline adherence management as needed

· Continuous CSS Escalations Chat Management for BPO partners

· Completes internal escalations within the CSS department and external escalations to other departments in a timely manner

· Provides direction, approves coaching, and issues accountability measures to CSS Supervisors via CSS leadership chats

· Monitors and actions the CSS dashboard in Ring Central to enforce proper call handling procedures and time management

· Motivates and encourages all CSS agents & supervisors to exceed their daily metrics and goals via the escalation of chats and department leadership chats

· Weekly call audits and feedback distribution for all CSS BPO partners

· Reports/escalates any complex issues to CSS Management 

· Participates in CSS department meetings and coaching sessions as needed

Supervisory Duties 

· Provides management direction and coaching of Customer Support Specialists across BPOs

Required Skills  

· Outstanding customer service skills

· Strong time management and organizational skills 

· Ability to work with a high sense of urgency

· Ability to efficiently multi-task and prioritize work  

Education and Experience: 

· Minimum 2-3 years of customer service and sales experience 

· Basic knowledge of medical terminology required 

· Bilingual in English and Spanish required

· HIPAA & OSHA Compliance Certification preferred

· GED or HS Diploma required