Customer Care Lead
Core
Oversee a team of customer care representatives to provide exceptional service to patients, healthcare providers, and stakeholders in the medical device and pharmaceutical sectors.
Role type
Senior Customer Care Lead (Medical Device/Pharma)
Builds
Customer support operations, process improvements, and risk mitigation strategies for healthcare products.
Domain
Healthcare (Medical Device & Pharmaceutical)
Deliverable
client delivery
Required skills
Team management, regulatory compliance (HIPAA, FDA), process improvement, CRM systems, risk management, product knowledge, crisis management
Preferred skills
Master's degree, Certified Customer Service Professional (CCSP)
Technologies
CRM systems
Responsibilities
Manage customer inquiries and complaints across phone, email, and live chat; Implement and monitor customer satisfaction metrics; Identify and resolve process bottlenecks; Ensure adherence to quality standards and guidelines; Escalate complex issues and respond to customer crises; Maintain deep product knowledge and provide technical assistance.
Seniority
Senior, hands-on IC
