Customer Service Technology Lead - Remote

Overview

As a Customer Service Technology Lead at Outliant, you will manage Intercom as the central platform for customer interactions, focusing on automations, self-serve content, and enhancing customer service efficiency.

In Short

• Manage Intercom platform for customer interactions.
• Design and implement automations for efficiency.
• Collaborate with cross-functional teams.
• Map and refine support journeys.
• Develop SOPs and compliance guidelines.
• Own Help Center and knowledge base management.
• Define customer service metrics and dashboards.
• Run data analysis to improve patient experience.
• Implement automation tools and evaluate third-party apps.
• Participate in hiring and training processes.

Requirements

• 5+ years in Customer Service Operations.
• 2+ years administering Intercom or similar tools.
• Proven track record in improving CSAT/NPS.
• Data-literate with experience in data analysis.
• Familiar with HIPAA and other regulatory frameworks.
• Strong process documentation skills.
• Located in Latam or Canada with reliable broadband.

Benefits

• Flexible hours and remote work.
• Unlimited PTO.
• Performance-based bonuses.
• Casual work environment.
• Diverse global team.