Customer Care Team Manager

hace 7 días

Barcelona, España DocPlanner A tiempo completo

Our mission is to **“make the healthcare experience more human”**. DocPlanner is a SaaS tool for doctors and clinics used to optimize their patient flow, reduce no-shows, and digitize their practices in order to be able to spend more time with the patient. We also operate marketplaces websites in 13 countries that serve 80 million patients monthly to easily find the right doctor and book an appointment.

DocPlanner was founded in 2012 in Poland. Our team now numbers 2,200 employees based across offices in Warsaw, Barcelona, Istanbul, Rome, Mexico City, Curitiba and Bologna. It is backed by leading venture capital funds.

We are now looking for a Customer Care Team Manager to lead our diverse team support specialists.

**Areas of Responsibility**
- Manage and develop our growing Customer Care team. Coach team members and ensure our specialists have all capabilities needed to provide excellent service to customers and achieve objectives (KPIs).
- Effectively communicate business goals and how they align to the team’s work. Foster an environment of trust. Maintain a high level of energy and motivation in the team even during hectic times - _yes, this is very important to us. _
- Through your behavior and actions, set an example and live the Docplanner values and culture every day.
- Monitor and balance workload to ensure specialists have an adequate workload and are well positioned to deliver excellent service to customers. Supervise quality and take actions to improve where needed.
- Be a strong advocate for your team in our local and global structures.
- Acquire a deep knowledge of all our products, procedures and processes to guide and support team member and new hires
- Act as an escalation point and coordinate all actions in case of service interruption events. Provide actionable customer feedback to our product teams.
- Implement tool changes in collaboration with our global operations team. Creatively solve business issues associated with tooling, process and workflows.

**Requirements**:

- 3+ years demonstrated experience in people and operations management in a support/tech environment.
- Experience in working with CRM (Salesforce, HubSpot, etc.)
- Well-versed in analyzing data and dashboards, and preparing and presenting business insights to senior leaders
- Proactive personality with problem-solving skills and a growth mindset
- Strong time management ability, detail-oriented and well organized
- Knowledge of Google Sheets/Excel, ability to create graphs from data and tell the story
- English & Spanish native fluent proficiency (min. C1)
- Based in Barcelona or able to work 2 days per week from our Barcelona office

**Benefits**
- A career in an ambitious and fast-growing company
- Autonomy and impact on what you do
- Flexibility and smart working
- Private health plan
- Office next to the beach with sea views and lots of social activities
- Share options plan after 6 months working with us.

Responsable: DOCTORALIA INTERNET, S.L.
Legitimación: base legal de interés legítimo.
Destinatarios: el Responsable y otras empresas del grupo DocPlanner, y encargados externos del tratamiento de datos personales sólo para finalidades indicadas.
Derechos: acceso, rectificación y supresión de los datos, así como otros derechos expresados en nuestra política de privacidad.

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