Customer Services Manager @ Rewards Platform / Health Tech App

Job Description
Customer Services Manager @ Rewards Platform / Health Tech App
Company
I'm working a super exciting Health Tech App that incentivises and supports healthy living through their rewards platform. Its App allows employees to unlocked incentives by achieving health goals that they can then spend on everything from gym memberships, to holidays to Peleton bikes !!
Role:
The customer services manager will supporting SME and enterprise customers, ensuring the overall success of the company.
Designing and building the Customer Services department
Implementing the right tools to support the department
Ticketing, AI chatbots, knowledge base for FAQs etc
Establishing policies, procedures & processes
Implementing industry standard KPIs of which to measure success
Setting customer satisfaction targets and working with the team to meet targets consistently
Working with customers to understand their support needs
Designing and implementing best practices to support fast global scale
On-boarding, training and managing the customer service team
Implement the right framework, understanding of ITIL or similar an advantage
Work with commercial team to create service levels agreements and then put monitoring in to measure and report
Experience
Over 4 + years of customer service experience
Working in a fast-paced, high growth environment
Ideally with experience working with technology based or App businesses
Experience managing customer service teams & outsourcing
Examples of designing and implementing policies and procedures
Experience working in a scaled or high growth business
Fluency in English
Apply now:
You can apply for this role now by sending us your CV or by calling us now!
James Everett
Manager - Martech & SaaS
07701008388
02037639757
We recruit for a variety of opportunities in Digital so feel free to get in touch with us to find out how we can help you. You can learn more about me by looking me up on LinkedIn. Search for Name.

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