Customer Support Innovation Manager

2 weeks ago

Australia beBeeCustomerSuccess Full time $97,169 - $124,121
Transforming Healthcare Delivery

We envision a future where clinicians can focus on providing exceptional care, unencumbered by administrative tasks. Our mission is to empower healthcare professionals with innovative tools that streamline clinical workflows, enhance patient care, and expand global accessibility.

Our cutting-edge technology modernizes patient care by leveraging AI systems to transcribe consultations, generate clinical notes, and create actionable next steps. These advancements are integrated into a comprehensive platform redefining the face of healthcare provision.

We're expanding our international presence, starting with the US and UK. To support our growth and customer success endeavors, we seek a seasoned professional to join our team as a Customer Operations Specialist.

  • Optimize our Intercom customer support system by analyzing, refining, and enhancing the performance of our customer support bot (Fin AI).
  • Promote a seamless user experience through an exhaustive customer help center, ensuring resources remain up-to-date and easily accessible.
  • Develop automated customer support workflows to effectively gather context and triage queries in a timely manner.
  • Analyze customer support reports, executing systematic improvements to elevate efficiency.
  • Cultivate a deep understanding of our product, driving it to deliver unparalleled quality and expedite customer support.
  • Respond to customer inquiries, collaborating with internal teams to promptly resolve reported issues.
Key Qualifications
  • A minimum of 3 years of proven expertise in customer success or operations.
  • Demonstrated proficiency with Intercom, particularly in utilizing Fin AI.
  • Experience in developing customer support systems, including building and scaling workflows, support bots, and help centers.
  • Exceptional communication and interpersonal skills, fostering engagement with customers and stakeholders at all levels.
  • Proactive problem-solving abilities with a customer-centric mindset, committed to delivering exceptional service.
  • The ability to work independently with high accountability to meet customer needs and team targets.

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