Related skills
crm knowledge base ticketing systems sops playbooks📋 Description
- Build and formalize CS workflows across onboarding to ongoing engagement.
- Create SOPs, playbooks, and a knowledge base for scale.
- Partner with cross-functional teams for seamless in-clinic and digital CX.
- Lead by setting standards for CS work and documentation.
- Identify friction points and design proactive solutions.
- Own CS performance metrics, including response times and CSAT.
🎯 Requirements
- 4-6 years in Customer Success, CX, or Service Operations.
- Bachelor’s degree or equivalent practical experience.
- Experience in high-touch, service-driven environments (healthcare, wellness, hospitality).
- Guiding initiatives and mentoring teammates, even without formal management.
- Synthesize feedback into actionable insights for product and engineering roadmaps.
- Operate in ambiguity and build structure from evolving systems.
🎁 Benefits
- Equity
- Biograph Membership
- Medical, dental, and vision insurance
- 401(k)
- Paid maternity / paternity leave
- Unlimited PTO
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