Customer Service Manager leading teams, KPIs, and order - to - cash improvements. Supporting Prollenium’s Canadian medical - device and dermal - filler operations.
About the role
- Customer Success Specialist supporting practitioners and patients for Fullscript’s healthcare technology platform. Troubleshooting inquiries and improving customer experiences through phone, email, and live chat.
Responsibilities
- Serve as the primary point of contact for practitioners and patients across North America
- Provide proactive assistance and personalized solutions to ensure customer success and satisfaction
- Collaborate with practitioners and patients by phone, email, and live chat
- Troubleshoot issues and recommend or explain product and service features
- Resolve complex customer email and telephone inquiries using multiple customer support tools and product knowledge
- Build sustainable relationships of trust through open and interactive communication
- Collaborate with teammates on initiatives to improve customer experience
- Coordinate support coverage during all business hours
- Gather issue and feedback trends and report them to a supervisor
- Champion Fullscript and support the broader support team
Requirements
- Proven experience in customer-centric roles, ideally in retail or hospitality
- Passion for customer happiness and a positive, engaging demeanor
- Ability to multitask and excel in a dynamic environment
- Dedication to delivering excellence in every interaction
- Strong communication and organizational skills
- Ability to embrace change and welcome new challenges
- Enjoyment of collaborative teamwork
- Curiosity and a continuous learning mindset
- Flexibility in scheduling to support customers across North America
- Familiarity with Gladly and SaaS productivity tools is a plus
- Must be flexible to work every 4th weekend
Benefits
- Competitive Compensation
- Flexible Paid Time Off program
- Fullscript’s RRSP match program
- Customizable benefits package (medical, dental, vision) with HSA
- Discount on Fullscript catalog of products for family & friends
- Up to $6,000 in bonuses
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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