Tech Support Team Lead

hace 2 semanas

Ciudad de México CDMX Top Remote Talent A tiempo completo

The team of experts providing analytical services to healthcare clients is looking for a great, long-term Support Team Lead - Health-Tech, you will architect and cultivate a world-class support experience for doctors using a flagship Chrome plugin, directly influencing product strategy and user success.

You will join an international team of first-class professionals who are passionate about creating products that improve the quality of medical services.

The company offers exposure to a variety of industries and technologies, room to grow as a professional, time in projects to learn new skills and an opportunity to work with phenomenal coworkers, some of the best people on the planet.

**As a support team lead you will**:

- Build and lead a first-line technical support team to assist doctors with our plugin via various channels (on-site support window, Zendesk, etc.)
- Manage ticket flow, document common issues for product improvement
- Analyze user feedback for plugin enhancements and new feature development with the product team
- Create and update product FAQs/Guides for end users
- Become an EMR liaison: stay informed on technical nuances and updates of assigned EMR systems and communicate changes to the team
- Develop onboarding programs and demo videos for each new significant feature that our product has implemented
- Collaborate with the development team to improve plugin functionality for specific EMR systems

**Requirements**:

- English proficiency at native or C1+ level
- Residence in the Americas (US, Canada, Mexico, or Latin America)
- 3+ years in tech support, with at least 1 year in a leadership role
- Experience with Chrome plugins or willingness to learn
- Familiarity with B2B products is a plus
- Proficiency in Zendesk
- Ability to thrive in a fast-paced environment and make quick decisions

**Benefits**:

- Competitive salary
- Opportunity to work on a product with significant social impact
- Join a flagship product team experiencing rapid growth

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