Job Description:
Are you a driven Customer Service Team Lead who's ready to own the success and growth of a small customer service department? We're looking for a strong and strategic leader who values both efficiency and empathy. You will help shape the future of customer support for a US-based women's health company focused on e-commerce and telehealth.
Why This Role?
- Lead a team at the intersection of retail and healthcare - no two days are the same!
- Play a key role in improving operational excellence and customer satisfaction
- Use your strategic position to identify opportunities for company expansion
- Grow your career in a high-impact, meritocratic and supportive environment
Key Responsibilities
Team Leadership
- Supervise, mentor, and coach customer service agents handling e-commerce orders and telehealth inquiries.
- Develop SOPs and conduct training on HIPAA compliance, telehealth protocols, and e-commerce policies.
Monitor team performance
Customer Support Operations
- Oversee multi-channel support (phone, email, live chat, telehealth platforms).
- Handle escalated customer issues, including:
e-commerce: order delays, refunds, product inquiries.
- telehealth: appointment scheduling, prescription refills, patient concerns.
Ensure patient data privacy (HIPAA compliance) in all interactions.
Process Improvement
Develop and refine customer service workflows for efficiency.
Implement and optimize CRM tools.
- Collaborate with eCommerce, IT, and healthcare teams to resolve systemic issues.
Reporting & Analytics
- Track and report on KPIs (Customer Satisfaction, First Contact Resolution, NPS).
- Identify trends in complaints (e.g., shipping delays, telehealth tech issues) and recommend solutions.
Cross-Functional Collaboration
Work with the eCommerce team on order fulfilment.
Liaise with healthcare providers to address patient concerns.
- Provide feedback to product teams on recurring customer pain points, suggest product improvements, point out new product/service opportunities.
Report to management on performance of the department.
Be a bridge between support, marketing & R&D.
Support the Marketing Function
- Oversee email campaigns to get more reviews & feedback from customers
What We're Looking For
3+ years in customer service leadership, preferably in e-commerce.
Independent, proactive, and innovative thinker, able to work autonomously and take initiative.
- Strong problem-solving, communication, and leadership skills.
- Experience with CRM software and Amazon ecommerce.
- Ability to balance fast-paced eCommerce support with empathetic telehealth patient care.
- Enthusiastic about and able to incorporate AI into the departmental workflow to optimize operational efficiency.
Bonus Skills
Background in healthcare customer service (telemedicine/telehealth).
Experience with HIPAA compliance (required for telehealth support).
What's in It for You?
$3000-$4000 p/mo depending on experience
Potential for bonus/commission structure
Full time (40 hours per week) with availability over weekends
Fully remote (USA working hours)
- PTO
Interview Process (about 2 weeks)
Apply with an updated and relevant CV
- We'll ask you to prepare a brief Loom video, to answer a few questions
30-minute screening interview with Polyglot Talent recruiter
Prepare a small assignment to present to the CEO & some team members
Start date: as soon as possible