客户支持专员
Customer Support Specialist
你负责确保每位用户与Bloomlife的互动都是积极的。你负责日常与用户（患者和医疗保健提供者）的互动，确保他们的疑问得到解答、问题得到解决，声音被听到。
你支持妈妈们，并帮助发现新的机会来使她们感到惊喜并赋予她们力量。你理解医疗保健提供者的担忧和需求，抓住每一个机会简化他们的日常工作，并确保他们对我们的服务感到满意。
你推动母性健康革命，与商业团队紧密合作，将产前护理带入21世纪。这是一个适合热爱与人交流、富有同理心，并能通过仔细倾听发现潜在需求的人的职位。
职责：
- 你通过多个渠道（电话、短信、聊天、电子邮件、社交媒体）管理日常用户互动，使用数字通信工具以确保公司形象保持积极。
- 患者成功：
- 直接回应患者的技术支持问题和请求，识别并解决问题，必要时将问题升级至产品和技术团队。
- 对患者的整个旅程（从下单到解约）负责，并尽一切努力确保每位患者都有积极的体验。
- 监测患者依从性，并主动跟进表现出依从性差或其他问题的患者。
- 医疗保健提供者成功：
- 直接回应医疗保健提供者的请求，并根据需要跟进他们的患者。
- 与医疗保健提供者建立信任关系，并尽一切努力确保他们对Bloomlife有积极的体验。
- 你是公司的双眼和耳朵。你通过向销售和营销团队以及整个公司汇报你在现场看到的情况，推动我们服务和产品的改进。
- 识别并培养客户倡导者，收集能够体现我们价值主张的用户故事。将这些故事带回团队，并与营销团队合作，帮助制作推荐语和营销材料。
- 发现潜在需求，识别改善端到端用户体验的机会，以及可以开发新产品或内容以更好地告知、赋能和取悦用户的领域。
- 你将协助收集和分析客户满意度数据和客户调查，以监控用户幸福感，针对个体进行调整。
查看英文原文
You are on the front lines to ensure every user interaction with Bloomlife is a positive one. You own the day-to-day interactions with our users (patients and healthcare providers) to ensure their questions are answered, problems are solved, and voices are heard.
You champion moms and help identify new opportunities to delight and empower them. You understand care providers concerns and needs, and take every opportunity to simplify their day-to-day work and ensure they’re delighted with our services.
You help catalyze a maternal health revolution, working closely with the commercial team to bring prenatal care into the 21st century. This is a role for someone who loves talking to people, has great empathy, and can uncover underlying needs through listening intently.
Responsibilities:
- You manage day-to-day user interactions over multiple channels (phone, text messages, chat, emails, social) using digital communication tools to ensure a positive company image is maintained.
- Patient success:
- Respond directly to questions and requests for technical assistance from patients by identifying and resolving problems or as needed escalating issues to the product and technical teams.
- Take ownership of the patient journey, from order to offboarding, and do whatever is necessary to ensure every patient has a positive experience.
- Monitor patient adherence and proactively follow-up with patients who show signs of poor adherence or other issues.
- Provider success:
- Respond directly to requests from healthcare providers, and follow-up with their patients as needed.
- Establish a trusted relationship with healthcare providers and do everything to ensure they have a positive experience with Bloomlife.
- You are the eyes and the ears of the company. You drive improvements in our services and products by reporting back what you see in the field to the sales and marketing team and to the whole company
- Identify and nurture customer advocates and collect user stories that capture our value proposition. Bring these stories back to the team and with the marketing team to help craft testimonials and marketing material
- Uncover underlying needs and identify opportunities to improve the end-to-end user experience and where new products or content can be developed to better inform, empower, and delight our users.
- You will help collect and make sense of customer satisfaction data and customer surveys to monitor user happiness, make adjustments for individual customers, and drive customer retention
- Compliance: You handle and report user complaints following the company’s standard operating procedures (SOP)
Requirements
The Big Picture:
- You absolutely love helping people. You live for this.
- You recognize that pregnancy is a sensitive time in a parent’s life, that we are privileged to be welcomed into their journey to parenthood, and can empathize with their needs and concerns.
- You understand that healthcare providers have busy and stressful work schedules, and that we have the opportunity to support them in their day-to-day work and help make their work more efficient.
- You go above and beyond to create valuable and memorable experiences for users.
- You are organized, can prioritize and handle a large volume of tasks including incoming requests from multiple channels.
- You have exceptional communication skills.
- You have strong attention to detail.
- You possess strong problem solving skills and demonstrate sound judgement.
- You are a team player and collaborate well.
The Nitty Gritty:
- Experience in customer facing roles in healthcare handling PHI.
- Familiarity with CRM systems and practices, specifically Intercom and an ability to learn new software quickly..
- You are comfortable with using spreadsheets and databases.
- You have experience interpreting and summarizing feedback and data to drive improvements.
- Ability to speak a second language is a plus
Benefits
Bloomlife is an award-winning start-up recognized for our vision to rethink prenatal care and impact the lives of families globally including winning Richard Branson’s Extreme Tech Challenge, J&J Quickfire Challenge Winner, MedTech Innovator Award, Ideas from Europe Finalist, CLIO Award Finalist, and speaking at the White House Precision Public Health Summit. Bloomlife also recently achieved FDA clearance for its prenatal wearable for monitoring maternal and fetal heart heart rate, setting new grounds to move prenatal check-ups from expensive hospital environments to the patient’s home.
You will join a dynamic and international team who’s passionate about using technologies for a better living. You are an early member of a growing start-up with recent successes and get to experience first hand the excitement of start-up life. Your work will be highly visible to company founders, directly shape our products and impact people’s lives, and open opportunities for personal and career development.
We offer a flexible work environment and remote work culture. This is a remote position for someone based in the USA. The job will start with a 20 hours / week commitment, with the possibility to grow into a full time position within a year.
Originally posted on Himalayas