Patient Support Team Lead (UK Support), Manila
Core
Operational and people leader for a patient support team in Manila, ensuring agents deliver high-quality, empathetic care to patients across the US, Australia, UK, Germany, Japan, Spain, and Canada.
Role type
Senior Team Lead (Customer Support/Healthcare)
Builds
Patient support operations for a global consumer healthcare platform
Domain
Healthcare / Customer Support
Deliverable
dashboards & analysis
Required skills
Team management, performance management, data analysis, stakeholder engagement, escalation management, process improvement, hiring support, culture building
Preferred skills
Healthcare support experience, Zendesk, online/remote work experience
Technologies
Google Suite, Slack, Notion, Zendesk
Responsibilities
Run daily stand-ups and monitor queues to manage workload balance; conduct weekly 1:1s and performance reviews; own data analysis and reporting on KPIs, CSAT, and SLAs; act as escalation point for complex patient situations; drive process improvement initiatives; manage ad-hoc tasks like hiring support and PIPs.
Seniority
Senior, hands-on IC