Director of Client Support
Reports To: Director of Client Success
Location: Remote / USA
Position Type: Full-Time/Regular
Summary
BetterRX is a growing software-as-a-service (SAAS) company in the healthcare industry looking for a Director of Client Support to join our Client Experience team! We are a people-obsessed company on a mission to end needless suffering caused by medication delays through innovative software solutions that connect every member of the patient’s care team. In this highly visible role, you will be responsible for inbound/outbound support calls with both hospices and pharmacies, as well as coaching and growing our small 24/7 support team. You will work closely with valued clients and internal cross-functional teams across the BetterRX organization. You will be a key contributor in sustaining high client satisfaction, retention, and our reputation for excellence.
Ideal Candidate
You are self-motivated, accountable, metrics-oriented, poised under pressure and driven by educating and delighting (even the most difficult) clients. You are known as a team player, servant leader, and a true ‘people person’. You thrive on problem-solving in a fast-paced environment and identifying process improvements to continue increasing efficiency and client satisfaction.
Primary Responsibilities
- Coach, manage and hire for our small – but growing – Client Support team (currently 2 FT, 1 PT)
- Ensure high availability and response time SLAs are met, while driving process efficiency to support scalability
- Evolve tools and processes to increase efficiency of existing team members and minimize overflow calls to other CX team members
- Co-own comprehensive library of both client- and internal-facing Knowledge Bases
- Handle inbound support calls from both hospices and pharmacies
- Assist physicians with ePrescribing setup
- Patiently educate new users on use of the software and best practices to increase adoption and maintain 50+ NPS
- rotect our company culture by maintaining team of A-Players who live our core values (Integrity, Accountability, People-Obsessed, Scrappy) and leading by example
- Provide exceptional customer service
- Support Head of CX with meeting and exceeding team KPIs and contributing to various quarterly company priorities
Skill Requirements
- Energetic, easily approachable, and loves helping people
- Ability to anticipate needs and proactively develop long-term client support strategy
- Technical aptitude to simplify concepts and concisely educate clients about software capabilities and best practices
- Proven success in troubleshooting and problem solving by phone
- Professional and calm in working with difficult or upset clients
- Resourceful, detail-oriented and well organized to ensure meticulous follow-up
- Excellent communication skills (written and verbal)
- At ease in a fast-paced, changing environment
- Self-driven, goal-oriented and motivated with a strong desire to succeed and ability to inspire the same in others
- Proficient with MS Office (e.g., Word, Excel, PowerPoint, etc.) and CRM (e.g., Hubspot) for documentation and reporting needs
Other Requirements
- 3-5 years team management experience with at least 3 direct reports
- 5-10 years experience in client-facing role: support, client success, account management, etc.
- Consistent and solid work history (3+ years per position)
- Ability to work 100% remote in quiet home office with reliable, high-speed Internet access
- Ability to travel for internal company meetings (usually twice annually)
- Bachelor’s degree or equivalent experience
- Pharmacy technician background helpful, but not required
To apply email: jobs@betterrx.com