Customer Support and Reporting Manager

About Plume:

Plume Health is a passion-fueled, mission-driven company that is trans-founded with a vision to transform healthcare for every trans life. We hope to make gender-affirming hormone therapy easily accessible at the touch of a button in every state of the US.

This work is deeply personal and heart-driven, and we want teammates who care about the mission and the people we serve. For the right candidates, we present a rare opportunity to do well by doing good. Plume offers an affirming, trans-centered, culturally inclusive, and fun work environment filled with purpose.

About the Role:

As the Customer Support and Reporting Manager, you will be responsible for managing the day-to-day operations of our Customer Support and Virtual Registered Nurse (VRN) teams. You will be accountable for Customer Support (CSS) and VRN team performance management including the development, monitoring, and corrections for agreed-to service level agreements, productivity metrics, and quality metrics. The Customer Support Manager will oversee all CSS and VRN team schedules to ensure coverage for all task assignments. 

Additionally, the Customer Support Manager will oversee the full Member Services team productivity reporting, Customer Satisfaction (CSAT) support metrics, and data dashboards. Excellent customer service, communication, and interpersonal skills are crucial in this role. 

Responsibilities:

• BPO management (scheduling, support, coaching).
• Member escalations.
• Tier 1 platform support (manager edits, automation rules, report maintenance).
• Support CSS and VRN teams and their Leads with day-to-day operations including Labs, Pharmacy, Empower Pharmacy, Billing, Account Management, and Insurance Support.

• Member Services productivity reporting.
• Internal team report and dashboard management.
• Tracker and spreadsheet management (CSS, VRN, and CC).

• Member Services CSAT management (monthly and quarterly).
• CSS and VRN QA (monthly and quarterly).
• Churn intervention.

• Member Services team operations (Ridealongs, Asana form management).
• Project support (internal team initiatives).

• Deep understanding and compassion for the trans experience.
• 3+ years experience in hands-on Customer Success Operations, Sales Operations, or a combination of both.
• Attention to detail with a high aptitude for technology and process mapping.
• Respectful and empathetic written and verbal communication skills.
• Understanding of basic computer skills, learning new computer systems and interfacing with patients and colleagues in a remote, digital environment.
• Able to drive change management, build aligned tooling, and develop methods to measure and systemize Customer Success KPIs for internal teams and customers.
• Experience with sales, customer success, business operations, or professional services in a strategic or operational role.
• Proven ability to succeed in both collaborative and independent work environments.

• Healthcare experience and/or familiarity with gender-affirming care.
• Experience with Freshdesk or other Help Desk or Ticketing platforms.
• Have led or influenced high-performing teams in a fast-paced environment.
• Have experience in a continually changing environment where you are agile and able to adjust strategies and realign priorities.

Applications for this role will be accepted until August 28th, 2024.

All Full-Time Employees are Eligible for:

• Ground-Floor Equity (Series B)

• Free Medical, Dental, and Vision on the first of the month after you start full-time work

• Unlimited PTO

• 11 paid holidays and company shut-down for a week in December

• 401(k)

• Free Plume, Headspace Care, and BetterHealth Subscriptions

Everyone associated with Plume gets the major benefit of having the best coworkers you could imagine if you love fiercely intelligent, heart-forward, and mission-driven collaborators.

Plume is an equal opportunity employer. Trans and gender-nonconforming individuals are strongly encouraged to apply, particularly those who identify as People of Color. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law. We will provide reasonable accommodations to individuals with disabilities upon request. Please let us know if you require any accommodations to apply or interview for this position.

Only those legally authorized to work in the USA are eligible to apply; residency in the USA is a requirement of employment for this role.

Discover more about Plume at www.getplume.co and become part of our award-winning journey towards transforming healthcare for every trans life. Join us today in shaping the future of healthtech and LGBTQ+ care!