Customer Services Team Leader (Startup w/ Excellent Pay & Benefits)

The Company

Dermatica is a healthtech startup with a mission to make dermatology accessible and affordable to all.To do this, we’re harnessing technology and combining it with formulation science and clinical excellence. We make personalised skincare treatments to order in our compounding pharmacies, distribute them directly to patients, and support our patients with the best clinical care from a team of dermatologists, nurses and pharmacists.

We’re on a a mission to apply technology to provide better healthcare that’s customised to the needs of every individual. We’re now looking for people who can join us on our journey and take Dermatica to patients all over the world.

The Role

As Supervisor to our Customer Support team, you will be responsible for helping to ensure our customers receive an exceptional and timely service. You will be responsible for the supervision of the team, training, setting goals and checking productivity and feeding back to the team in order to motivate and maintain great performance.

This is a remote role and can be performed from anywhere.

Responsibilities

• Lead by example in terms of professionalism at all times
• Cascade information to the Customer Service Team from the Head of Customer Service and escalate issues back to Head of Customer Service as needed
• To oversee employee service issue resolution rate and encourage productivity
• To ensure that the Team are knowledgeable and have all the information that they need to excel in their roles
• To ensure that any errors are noted and to undertake Team training activity to prevent future errors
• Team motivation
• Monitor the Customer Services Team’s productivity and encourage optimum performance at all times
• To set workplace output goals and targets with Head of Customer Service Manager and review these on a weekly basis - discussing improvement levels
• Act as QA on customer service interactions, ensuring regular checks of team member interactions and identifying common and recurring issues
• Communicate clearly and effectively with the Customer Service Team to ensure they understand their duties and delegated responsibilities
• Ability to sensitively give feedback and receive constructive feedback

Requirements

• You’ll have a minimum of 3 years of Customer Service experience - preferably leading a customer service team, as a Senior Customer Service Assistant or as a Supervisor
• You’ll have a passion for customer support
• You’ll have experienced using Zendesk or a similar CRM system
• You’ll possess natural leadership and inspirational skills
• You’ll have a wealth of experience of team training, mentorship and coaching
• You’ll be experienced in helping the team break down performance targets and understand what is required to be a high performer
• You’ll be a natural at resolving issues and having the ability to remove service bottlenecks
• You’ll have outstanding planning, prioritising and organisational skills
• You will be able to work to deadlines
• You'll be able to deliver constructive and purposeful feedback to your direct reports
• You'll show commitment to continuous professional development for the entire team through shared learning and best practices
• Have conflict and problem resolution skills
• Have time management skills
• Be clear and concise regarding your communication
• Ideally have experience working in a regulated environment (Not compulsory)

Benefits

• Competitive salary
• 22 days holiday
• Health insurance
• Monthly social (drinks)
• Pension scheme
• An awesome group of people to work with!