Job details
Job type full-time
Full job description
Hi! i`m larissa head of order operations & many odd jobs at rupa healthI`m looking for my partner in crime...Head of customer service!
I am looking for a hardworking, peanut butter to my jelly who i can team up with to create (& maintain) the best possible customer experienceWe are a rapidly growing company who needs a key player to focus in on our customer serviceI am looking for someone to collaborate with me in creating the most exceptional experience for our customers️
Have you always dreamed of leading & growing a customer service team in a field that changes peoples lives? are you looking for a role where your daily work matters? have you built and led a customer service team before and are looking for your next opportunity? welpLook no further
Must have qualities for head of customer service
Strong communicator & collaborator: is able to train our team on the rupa voice and communicate clearly cross functionally to improve our product based on customer feedback & issuesIs a team player to their coreClear communication to reports, managers, and cross functionally is a mustThis role is very cross functional in that cs must be the feedback loop to product!
Strong problem solver: you are driven by challenges and are always thinking of the next problem to solveSolutions mindset and places focus on prevention, not blame.
Execution & builder: high energy and a bias towards action is a mustData driven individualYou don`t wait to be told what to do - by then you`ve already done itWhere other people see barriers, you see an opportunity & find a way.
A little about me and the team!
I love love love all things operations and problem solving! i have a strong passion for my people and am looking for someone who feels the same! i currently have 10 direct reports where i oversee the cs team & operations teamsBecause i care so deeply for my people i am looking for an a+ player to join me in growing our customer service team & taking over
If i could problem solve all day i would but- i do save time for other hobbies like: mountain biking, house plants, hiking, camping, and most importantly, fly fishing!! i work best with 1-2 collaborators and really enjoy creating deep connections with each of my teammates and reportsI am an 8 (challenger) on the enneagram and love to question things and find the weak points to make sure its the best decisionI strongly value ship it over perfecting itMy top three personal values are growth, curiosity, and adventure- i try to live by these everyday!
Does this sound like you?! ️
At least 3+ years work experience (must have lead or built a cs team before): you`ve built and led customer service teams, established best practices, policies, and standard operating proceduresYou know what it takes to deliver above-and-beyond experiences that turn potential detractors into avid fansYou have created an experience with proactive customer serviceEmpathy, patience and problem solving are key attribute as this role will include managing ics and working with escalated issues from customers.
Amazing coach & loves their people: you have a passion for your team and customer serviceYou work hard to mentor your reports in a way that supports well rounded growthYou are passionate about coaching and haven proven this skill through creating an outstanding cs team.
Get-along-ability: i will be working very closely with this role! are you a collaborator, open minded, high energy, and team player? if so, we will get along just fine:) this role, by its nature, is cross-functional and you`ll spend a lot of time working with both external and internal (product, operations, design, engineering) counterparts.
Growth mindset/ navigating through change: this is a fast-moving, early-stage company and we adapt our priorities to resource constraints and market needsYou`ll need to be open to learning new things, getting things wrong in smart ways, and rapidly iteratingWe need a leader who has demonstrated adaptability, resilience, and leading others through changeYou will be the chief problem solver for your teamYou don`t bring problems to the table you bring solutions.
You like to get in the weeds: you see the need for managers to experience the work of their employees and you love doing so! from the ground up, you are able to understand the comprehensive experience we strive to provide and understand where you and your team fit inYou see what needs to be done and you take action while bringing your team along for the rideExperience working in other early-stage tech startups is a plus!
A passion for functional medicine and creating the infrastructure for the future of healthcare.
The opportunity - a day in the life of the head of customer service at rupa.
Note: this role will report directly to the head of customer experience.
Medical practitioners use rupa to order tests to diagnose and provide care for their patientsRupa ensures that the entire lab test lifecycle is completed flawlessly, from order fulfillment, completion, and tracking through to communication of test results, and we address any issues or questions that come up along the wayThis role is at the nexus of our ecosystem, touching practitioners, patients, and our lab partnersWe`re looking for a detail-oriented, efficiency-minded, empathetic leader to helm our customer service team.
You`ll lead a team of amazing humans who are the front line of our interactions with our customers and your responsibilities will include:
Building a team- hiring, training, and scaling the team: designing the hiring process and team composition/responsibilities, training the team on the product, our partners, our processes, and best practices, and performance managing as needed.
Creating the best experience possible- designing and implementing customer service best practices, products, and policies: what should our sla be on email response time? should we offer live chat or phone support? what should our refund policy be? what system should we use to manage customer service? and more! creating a proactive experience rather than reactive.
Developing our product - working closely with the product, operations, and partnerships teams to improve internal and external product and operational components of the customer experienceBasically, creating a feedback loop! bad experiences can come from a number of places, and you`ll have a critical role in root causing them and helping us devise solutions!
General team maintenance & management: defining, tracking, and communicating core operating metrics, team performance, and slas
Learn a bit more about rupa health rupa makes lab testing simpleWe turn an archaic 15 hour-a-week process into a delightful 15 min task for doctors, nurses, and even acupuncturists ordering lab testing for their patientsLab testing is the key to a more personalized and holistic approach to medicine, and rupa is paving the way with critical infrastructure for this next generation of healthcareThrough rupa, practitioners can order testing not available through the average hospital, such as dna testing, microbiome testing, advanced fertility and hormone testing, and moreThis comprehensive and personalized approach to healthcare is the missing piece for the millions of people suffering from complex, chronic health conditionsRather than band-aid solutions, our providers strive to understand, diagnose, and treat the root cause of people’s health issuesAt rupa, we are building the infrastructure to make this root-cause approach the standard of care for every person on the planet.
