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Customer Success Team Lead
2 weeks ago
**Come Work with Us**
At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.
Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.
**Job Title**
Customer Success Team Lead - RBC Ventures (Dr.Bill) - Remote
**RBC Ventures** is a new kind of business - one that marries the strength of one of the world’s most trusted and successful financial institutions with a mission to reimagine the role we play in people’s lives - to move RBC ‘beyond banking’. We’re building a world-class organization focused on designing exceptional experiences, exploring new business models and creating exponential value. In 2020, we were named by Fast Company as one of the 100 Best Workplaces for Innovators - a distinction that only three Canadian companies received - is proof of our deep commitment to innovation.
**What is the opportunity?**
Responsible for the effective transfer of knowledge to new and existing CS agents through onboarding, day-to-day support, scheduling, and ongoing training. Individuals who are successful in this role are Client First oriented, and committed to creating a positive client experience. You will also be required to assist Dr. Bill on Special Projects as needed and communicate with customers on a regular basis.
This role is a fully remote position and all qualified applicants from across Canada are welcome to apply.
**About Dr. Bill**:
Dr. Bill is a RBC Ventures company who are working to make medical billing easy for Canadian physicians. You’ll join as an employee of RBC and get all the perks of working for a big company, but with a start-up mind-set and the agility to move quickly.
**What will you do?**
- You will ensure CS agents have a client first mindset, and the behavioural/technical skills and confidence to be successful in their role.
- You will act as the manager for CS agents, monitoring, assessing progress and managing performance.
- Maintain regular communications with Dr.Bill user's and ensure they are receiving consistent, high level support.
- Maintain open communication with Operations Leadership to identify successes and gaps regarding the development of CS agents.
**Management**
- Design and deliver onboarding programs for new CS agents.
- Be accountable for the CS agent coverage across Canada, including managing scheduling, vacations, timesheets and expenses.
- Work with Recruiting and Operations Leadership to hire new CS agents.
- Provide ongoing coaching & feedback to CS agents.
**Efficiency and Effectiveness**
- Act as a first point of escalation, should a CS agent come across a technical / customer issue that they are unable to resolve on their own.
- Understand when to escalate issues to the relevant parties in Dr. Bill, and act as a switchboard for most customer contact.
- Act as the second point of escalation, should a Billing agent come across a product / customer issue that they are unable to resolve on their own.
- Maintain high levels of knowledge regarding Dr. Bill’s product - stay on top of changes announced by relevant teams, and communicate these changes to the Customer Success Experts, as well as customers, and act as second point of communication as needed for Billing Teams.
- Implement new ideas, best practices, lessons-learned, routines and standards to improve efficiency and effectiveness of operations.
**Delivery Management & Relationship Management**
- On an ad hoc basis, work with Operations Leadership to assist with Special Projects within Dr. Bill.
- Work with Product, Marketing & Operations Leadership to roll out new features and content to Dr. Bill customers.
- Monitor all Social Media channels/App reviews.
**What do you need to succeed?**
**Must-have**:
- 2+ years of direct Management experience
- 1+ years of experience working in a remote work environment
- 2+ years of Customer Service experience
- 2+ years of experience working in a technical work environment
- Experience with tools such as Intercom, Zendesk, Jira, Outlook, Drive
- Experience working with Social Media
- Advanced troubleshooting, organizational, communication and time management skills.
**Nice-to-Have**:
- Medical Billing experience
- Experience working in a medical field and familiarity with medical terms
- Familiarity with physician and patient privacy laws and regulations
- Experience working at a start-up
**What’s in it for you?**
We thrive on the challenge to be our best, progressive thinking to keep growing and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving succe
