Customer Service Team Lead

PayZen is on a mission to solve healthcare affordability. Our products improve both patient affordability and access and cash flow & administrative complexity for medical providers. We are trusted by a rapidly growing number of hospital systems, hospitals, and physician groups and are backed by leading venture capital investors.

About This Role..

PayZen customer service is the heart of our operations; we assist patients in setting up payment plans through our platform. We are looking for Customer Service Team Lead who wants to make a difference to the patients and providers we serve. Reporting to the Head of Servicing and Operations, you will oversee and guide a team of customer service representatives to achieve customer satisfaction goals and operational targets.

What you will do

• Operational Efficiency:
• Assist in developing training materials, job aids, and procedures
• Foster a positive and collaborative team environment to promote teamwork and employee engagement
• Stay updated on product knowledge, policies, and procedures to assist team members and address customer inquiries
• Training and Development:
• Customer Service Excellence:
• Conduct training sessions for new hires and ongoing training for existing team members to ensure they possess the necessary skills and knowledge to deliver exceptional customer service
• Drive excellence in customer service through regular call listening and customer complaints review sessions
• Ensure the highest level of customer satisfaction by monitoring and evaluating team performance against service standards and KPIs
• Communication and Collaboration:
• Provide ongoing coaching and feedback to team members to enhance their performance and address skill gaps
• Handle escalated customer issues or complaints promptly and effectively, providing resolution and maintaining customer loyalty
• Conduct regular team meetings to communicate updates, discuss challenges, and share best practices
• Monitor team performance metrics, analyze data, and generate reports to track team productivity and identify areas for improvement
• Lead, motivate, and inspire a team of customer service representatives
• Set clear performance expectations, provide coaching and feedback, and support team members' professional development
• Collaborate with management to develop and implement customer service policies, procedures, and quality assurance measures
• Leadership and Team Management:
• Identify areas to streamline processes, enhance operational efficiency, reduce response times, and maximize resource utilization
• Identify areas for service improvement and implement strategies to enhance the overall customer experience

What you will bring

• Consistent strong performance and proven ability to handle challenging customer situations empathetically and professionally.
• Excellent interpersonal and communication skills
• Strong organizational skills and attention to detail
• Flexibility to adapt to changing priorities and work in a fast-paced environment
• 2+ years in customer service leadership role and team management skills
• 5+ years of previous experience in a customer service role or similar position
• Strong problem-solving and decision-making abilities
• Proficiency in MS Office applications

What we offer

• An opportunity to positively affect the lives of thousands of patients
• Highly skilled co-workers with whom you can grow your skillset
• A chance to join a high-growth company at an early stage
• The ability to impact company values and culture in a collaborative environment - we value all comments and suggestions
• Competitive pay, employer-paid healthcare, stock options
• Be a part of a team that revolutionizes medical payments in ways never seen before
• A flexible lifestyle that fits the modern work-life balance