Monitor KPIs: Call Quality, Conversions, Call Completion; review performance with Quality Monitoring Specialist and implement training/process changes.

Provide coaching and feedback, supporting individual and team development.

Hold regular 1:1s, development sessions, and team meetings to align and motivate.

Drive continuous improvement by introducing new processes and best practices.

Act as escalation point for complex queries and safeguarding cases.

Requirements

Bene

Experience managing small to medium-sized customer support teams, ideally remote and fast-paced.
Proven ability to coach, inspire, and motivate teams to achieve quality and conversion targets.
Excellent written and verbal communication skills.
Proficient with customer service software (Intercom, RingOver a plus) and Google Workspace.
Strong analytical skills with data-driven decision making.
Highly organized with prioritization and project management skills; able to juggle multiple campaigns.
Proactive problem-solver with attention to detail and tenacity.
Resilient under pressure and motivated by ambitious goals.
Competitive salary plus share options in a growing and profitable health-tech company.

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