Customer Care Team Lead

About VaxCare:

Are you looking for a software development role that can meaningfully impact the physical health of the United States' population for the next 20 years? Do you want to write software that transforms how healthcare vaccinates? VaxCare is a vaccine dispensing platform that leverages proprietary technology to improve immunization rates and overall vaccine program profitability. We are problem solvers at heart. We love to tackle challenges with an analytical spin, and we are constantly looking for ways to employ new technologies to develop tools and solutions that help accomplish our vision of every person fully vaccinated.

Position Summary:

An integral part of VaxCare’s “Triple Aim” effort, this lead by influence position is dedicated to establishing a segment of the Customer Care Group (Inventory, Payments, Hardware / Interfaces, or Generalist) as a knowledgeable and dependable resource who quickly, efficiently, and effectively solves the issues facing our Partners. The role entails developing a high performing team that consistently exhibits the VaxCare’s Core Values by providing daily workflow leadership, coordination, and support to a Customer Care team, ensuring targeted levels of quality, productivity, and effectiveness are achieved (ie, ensures the team consistently hits it’s goals). While a leadership position, the role will actively work the team’s queues and act as a Subject Matter Expert (SME) who handles escalations and identifies and executes initiatives that improve team performance and engagement. This leader sets the tone and pace for the team’s success.

Essential Duties and Responsibilities:

• Provide daily review and coordination of the team’s case, call, chat, and email queues to ensure performance is within targeted Service Level Agreements (SLAs) and that workloads are appropriately balanced.
• Monitor team performance and identify / execute actions that enable team members to consistently meet all goals.
• Act as a SME and develop VaxCare’s Customer Care organization including building a team of skilled Customer Care professionals, identifying and communicating required resources, and creating a high performing and engaged team.
• Partner with other segment Team Leads and management to share best practices and escalate barriers to success.
• Continuously improve workflows, utilizing success markers to strike balance between technology and touch to ensure healthy and effective Partner and team member engagement.
• Collaborate with the broader organization’s team (Product, Hub, Sales, Creative, Onboarding, RCM, Inventory, etc, ) to ensure Partner needs are met and all parts of the Partner experience are cohesive.
• Foster a culture of Success by sharing Partner insights, growth opportunities, and wins that inform the key stakeholders of the team’s impact.

Non-Essential Duties and Responsibilities:

• Other duties as assigned

Qualifications:

The ideal candidate has a history of hitting performance targets in complex and challenging situations and understands that “attitude and effort” are the keys to success. The candidate must demonstrate a history of “Unstoppable Resourcefulness” which is defined as using creativity to help themselves and others constantly achieve goals (once given a goal, this person cannot be stopped). In addition to an off-the-chart level of engagement, this role also requires:

• Humility and Kindness. (You are only as good as your team)
• An ability to help those around you be better (Wind beneath their wings)
• An unwavering “can do, will do” mindset (Your team can’t be stopped)
• A proven history of using data to drive and prove results. (Numbers are your friends)
• Exceptionally strong consultative and relationship skills (People listen to and like you).
• Demonstrated leadership success on a Project or team with or without the leadership title. (People will follow your lead, regardless of your job title)
• Comfortable allowing people to find their own path to achieving their goals yet not afraid to step in and provide guidance when needed. (You embrace and encourage diversity)
• Must have energy, creativity and coolness under pressure, relentlessly focused on delivering the ultimate Partner and team experience, finding constructive paths while overcoming the challenges of a fast-paced environment. (Calm, cool, and collected)
• Ability to manage a varied set of responsibilities and stay on top of the details that matter.
• Results-driven and execution-oriented personality, ready to step in and make things happen. (It’s 4th and goal, and you want the ball)
• Experience managing a team and/or team’s queue a plus