connectRN is the leading nurse community, created to connect nurses with each other, provide career support and deliver flexible work opportunities. By leveraging technology the platform allows access to work opportunities and vital resources nurses need to build a thriving career. connectRN is headquartered in Waltham, Massachusetts and serves clinicians across the U.S. To learn more about connectRN, please visit www.connectrn.com.

The Director of Customer Support will lead and scale our customer-facing call center that services both nurses and facilities. The team embodies our company values of empathy and nurse-centricity, often serving as the heart of the brand. You will build and structure the team to handle massive growth while maintaining quality and consistency of service. Our business runs 24/7, 365 so this position is demanding and dynamic. As a key department leader, you will also collaborate closely with Sales, Product, and Clinician Experience to strengthen service lines and relay trends and feedback. Within a small and rapidly growing company, you are expected to identify and solve broader issues as they emerge. Our ideal candidate is comfortable taking on a variety of tasks and is not daunted by problem-solving in a new domain or function. You are a team player who is willing to help wherever needed.

You will...

• Establish performance metrics for customer support representatives
• Establish service levels and requirements for the department
• Develop and implement methods to record, assess and analyze customer feedback
• Draft, implement, and execute policies and procedures to facilitate a quality customer support/service experience
• Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer support, service, and retention
• Cross functionally collaborate with other departments to ensure a cohesive end-to-end customer journey
• Scale team of fully remote Customer Support Specialists through training, feedback, and career development during a period of rapid company growth
• Set and manage service level agreements for various issues and escalations including average call wait time, time to close cases, and service NPS
• Design and optimize operating processes for the team to ensure fast, accurate, and consistent issue management
• Onboard new team members, designing and implementing a training program to ensure standardized processes across the team
• Plan and lead ongoing team training to ensure standard practices and excellent customer service delivery
• Design and refine the schedule and capacity model for 24/7 Customer Support team, optimizing for the total cost, phone response rate, and team preference
• Direct management of the Customer Support Management team
• Run weekly management reports and initiatives that drive key metrics

You have...

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• Several years in a leadership role focused on customer support/service 
• Experience in an operational role where you have designed and implemented new workflows
• Strong people management experience (remotely distributed team management preferred)
• Advanced skills in customer de-escalation
• Healthcare industry experience preferred
• Proficient in Microsoft Office Suite or Google Suite 

You'll get...

• 100% employer-paid premiums for your (and your family's) Health, Dental, Vision, Short Term Disability, Long Term Disability, Life and AD&D insurance
• Health Savings Account with contributions from connectRN of up to $2,000 annually
• Free gym and parking on-site
• Flexible time off policy
• 401k with match

Please note that we are only able to hire permanent residents (green card holders) or U.S. citizens at this time. As a healthtech company, connectRN is committed to the health of its employees and will only hire those who are vaccinated against COVID-19 or if unvaccinated exclusively due to medical or religious exemption.

connectRN is an equal opportunity employer. As Connectors, we embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. If this role would make you excited to come to work every day, please apply! We look forward to connecting.