Customer Support Lead

2 months ago

Etobicoke, Canada Myant Full time

**About us**:
Myant was founded with the purpose of making healthcare more equitable, accessible, and efficient. We exist to ensure that all people are active participants in their own health and the health of those they care for. We offer a connected care platform for cardiovascular health that provides peace of mind throughout a patient’s health journey by connecting them with their family and healthcare practitioners.

At Myant, we are creating the world’s first expressive and continuous digital presence platform, enabled by integrating technology directly into clothing and augmented by other devices, wearables, and IOT. We see the evolution of society where every member gets to participate from anywhere and anytime through a whole-body experience, mostly in a passive or ambient manner to foster ubiquitous accessibility. We believe that têxtile is that primary interface, used in clothing, coverings, carpeting and more, we wear and are surrounded by têxtiles universally, always.

**Role**:
We are looking for a Customer Experience Lead to join the Customer Experience team at Myant Corp. This individual will have excellent communication, listening, and interpersonal skills. You will strive to provide the utmost customer service experience for our end users and customers. You will be efficient in resolving issues and answering questions about our products and services. You will be responsible for developing and implementing customer service policies and procedures, monitoring team performance, and ensuring that all service level agreements are met.

**Responsibilities**:

- As our initial customer experience team member, you will be the first point of contact for end users, interacting with them to provide product information, answer questions, and resolve emerging issues.
- Building, managing, scheduling, and coaching a team of customer support specialists.
- Training new hires and providing ongoing training to the Support team.
- Owning the various tools we use to assist our users and customers, including Gorgias, Facebook, Twitter, and Zendesk.
- Handling escalated user and customer inquiries and complaints.
- Developing customer service policies and procedures.
- Monitoring and evaluating team performance to ensure that service level agreements and NPS & CSAT targets are met.
- Identify and assess the needs of our customers and users by listening attentively and providing appropriate solutions and alternatives.
- Analyzing user and customer feedback and identifying areas for improvement.
- Communicating with other departments to report bugs and feature requests.
- Identifying and implementing new processes and technologies to improve customer support.
- Keeping an accurate record of customer and user interactions and process any customer accounts/documents necessary.
- Consistently aim to provide a high touch customer service experience by going the extra mile to engage our customers.
- You are eager to collaborate with internal departments to optimize customer services and build brand awareness.
- You will attend weekly CX meetings and provide weekly reporting and insights on CX team performance and our user and customer base as you will be the expert

**Qualifications**:

- Completion of High school diploma
- Post-secondary education in a health sciences or biomedical background is a plus.
- 3 years’ experience in a customer support role, with at least 1 year as a team lead. Experience building a customer support team from 0-20 or working as a customer support rep during that process is a bonus.
- A people leader with expert coaching skills. You can identify growth paths for each team member so they can take their career in the right direction based on their individual needs.
- Someone who knows the ins and outs of Gorgias or similar tools. We use Gorgias as our customer support platform.
- Someone who takes a team-first approach and believes that we’re better when we work together towards a goal. We’re looking for someone to develop a strong support team culture.
- Exceptional interpersonal skills, with the ability to put yourself in the shoes of others and listen attentively.
- Ability to adapt and respond to different types of situations, challenges and characteristics.
- Ability to multitask and work under pressure, while maintaining excellent organizational skills.
- Experience in supporting customers in a consumer product and service business is an asset.

**What we offer at Myant**:

- Free SKIIN Employee Kit
- Employee stock options
- Paid Sick Days and Personal Days
- Group Health Insurance Plan
- Employee Referral Program
- Corporate Events
- Exposure working in one of the most innovative and forward-thinking start-ups that is passionate and dedicated towards the healthcare industry.

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