May 19, 2021

Manager, Customer Care

  • Whisper
  • San Francisco, CA, USA
Customer Service

Job Description

Established in 2017, Whisper is a team of artificial intelligence, hearing care, hardware, and software experts coming together to solve the challenge of providing better hearing. We set out to make the Whisper Hearing System so our parents, grandparents, friends and teammates can have a tomorrow that sounds even better than today. Based in San Francisco, Whisper is lucky to have the support of great investors including Sequoia Capital, First Round Capital, Quiet Capital, IVP, and more. THE ROLE Whisper is seeking a customer service leader to manage our customer care team and to partner with our audiology support teams in the sales organization. This role is perfect for someone who thrives on building something new and operating at a strategic level while also playing a key role on the ground providing white-glove service. You’ll have the opportunity to build call center infrastructure, technology, systems and KPIs while connecting to Whisper owners. The ideal candidate is a leader who can look ahead and anticipate problems. You are great at creating organization and process in a dynamic, startup environment and love collaborating to solve new challenges. You thrive on driving sales by providing outstanding concierge service. You are comfortable building from scratch and figuring out solutions on the fly. You can operate independently. You must be ready to build out the capability to build the capability to drive leads into hearing care offices via phone, email, social and chat and provide support to consumers for the Whisper Hearing System. In the beginning, this role will be actively engaged in providing service. As the company grows, this person should be able to scale up to build and manage a team and/or expand support globally. This job can be performed remotely with a minimum of quarterly visits to the office (post COVID). This person does not need to be based in the SF Bay Area. RESPONSIBILITIES Bring ideas and vision to the team. Anticipate challenges and needs for each phase of company growth. Create an environment of continuous improvement Build out and manage the concierge teams Manage the existing team and expand as needed Monitor and coach to productivity and delivery of white glove service to consumers Build the infrastructure to effectively drive lead conversion from phone to HCP office Build the infrastructure to support HCPs and consumers via phone, chat, social, and email Oversee and manage our customer support system (Zendesk) including advanced setup, macros, ticket workflows, and internal coordination Develop and support procedures and policies for complaint handling, adverse events, social listening and social care Set and meet service levels for key metrics like concierge conversion, phone response time, issue resolution, NPS, social response times, etc. Manage phone, email, chat, and social media queues Build out KPIs and dashboards and report up to the management team. Manage FAQ content, and fact-finding for new questions Take on other interesting opportunities as they arise, because hey, startup MINIMUM QUALIFICATIONS Highly organized, operationally efficient approach to the role Warm and clear communicator able to connect with hearing impaired consumers, family members, and hearing care professionals Understanding of how to create and hold consumer interest on the phone through to the hearing care professionals/ staff Proactive problem-solver. You are curious and proactive so you question, uncover issues and design solutions before problems escalate Able to create new processes, approaches, and plans independently Demonstrate a proven track record of leading a customer service team and building consumer and customer facing call centers. 10+ years of experience desired Management experience, particularly with distributed teams. Able to drive a high level of performance and coach towards increasing skill and scale Data-led approach with strong analytical skills. Proven record of being able to set the right metrics, develop dashboards to measure them over time, use data to uncover trends, and report on those trends to the management and product teams Proven ability to set up systems, scripts, teams, and trainings to handle professional and consumer communications via phone, chat, email and social media Demonstrate strong call center management skills including an ability to use data to drive staffing and coaching decisions, ability to understand when and how to scale, and an ability to build systems and processes that efficiently drive the Whisper business Proven ability to be a voice of consumer throughout an organization. Proven record of teaming with sales, marketing and product to serve customers Extensive and recent experience with Zendesk and Hubspot (or comparable systems) A team player with positive energy and attitude Clear written and verbal communication skills Sitting, standing, bending, manual dexterity, reaching, visual acuity, lifting up to 10lbs BONUS POINTS Experience on a premium brand and in healthcare strongly desired Experience in startup environments Fluency in other languages If you're interested in difficult and novel problems in embedded audio, immediate ownership of company defining decisions, top compensation, and work which directly helps 360MM+ people hear again - we'd love to hear from you. is an equal opportunity employer committed to a diverse workforce with an inclusive working environment for everyone to do their best work. We do not discriminate on the basis of race, ethnicity, religion, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.

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