Client Support Team Lead

Top Doctors Group keeps growing

Do you want to join the company that has revolutionised private medicine and medical technology? At Top Doctors Group, we work to digitalise healthcare and strengthen our position as the global leader in eHealth. We are an international company present in 11 countries and recognised for identifying the best doctors and clinics worldwide, while also offering advanced digital solutions for patients and healthcare professionals. Join an innovative project with real impact.

We are looking for a Client Support Team Lead to guide and empower the team responsible for delivering technical and operational support to healthcare professionals. You will ensure that onboarding, training, issue resolution, and continuous optimisation are carried out with excellence, guaranteeing a seamless experience from day one.

In this department, the team provides personalised technical and operational assistance to healthcare professionals from day one. The team manages onboarding, training, troubleshooting, and ongoing optimisation, ensuring a smooth experience and maximising the value clients obtain from our digital tools.

Responsibilities in the Client Support area:

• Follow the supervisor's directions to ensure physician profiles are complete according to client preferences, while maintaining our style and format.
• Make welcome calls to explain the identity of the company, its operations and the services offered.
• Explain to doctors and secretaries the tools and technical or functional aspects of the service.
• Configure and install necessary tools.
• Configure the services offered to the doctor according to the contract and roadmap: DDI, GMB, WebDoc, pre-installation of tools, connection of diaries, etc.
• Perform profile changes and updates that do not involve content (following current standards).
• Execute and follow up on tasks assigned by the supervisor, related to tools, training, and customer service.
• Maintain 100% availability during working hours to handle customer queries and calls.
• Provide support in solving simple queries on the platform.
  Inform doctors about their results and help them to improve by using the tools and services available.
• Collaborate in the creation of high-quality video content by interviewing doctors on topics relevant to patients.
• Keep doctors informed about new products/services.

Responsibilities as a Team Lead:

• Monitoring of objectives and KPI's.
• Operational team management.
• Talent team management.
• Leadership in projects and continuous improvement.
• Being a cultural role model.

Minimum requirements:

• Experience acquired in the performance of similar duties.
• Communication and customer service skills.
• Ability to follow specific instructions and perform tasks independently under defined processes.
• Native English speaker.
• Willingness to adapt to new procedures and tools.
• Have good verbal and written communication skills, be able to listen actively to doctors, and explain and respond clearly and concisely.

What do we offer?:

• Growth and stability.
• Hybrid working mode, Monday to Thursday 9h to 18:30h and Friday 9h to 15h.
• Leaders who prioritise day-to-day support.
• You will be free on your birthday.
• Social benefits and flexible remuneration to suit you.
• Digital canteen in our offices.
• Health discounts.
• Young and international working environment.
• We know how to have fun, and we guarantee you a lot of fun.

At TOP DOCTORS GROUP, we pride ourselves on creating an inclusive work environment where the diversity of all people is valued and respected. We believe that by recognising and catering to individual differences, all employees can fully develop their talents and contribute to the success of our company. We are committed to adapting to your personal needs, so we encourage you to contact us to discuss your individual needs.