Job Description

Join a fast-growing company at the forefront of AI-driven healthcare documentation. Our innovative scribing tool enhances efficiency and accuracy for healthcare professionals and is already in use across multiple countries. As we continue to expand, were seeking a Support Lead to manage our frontline team and improve the overall user experience.Responsibilities:Provide chat and email support to healthcare professionals and administrative staff.Investigate and troubleshoot issues, going beyond standard responses to offer clear solutions.Develop in-depth product knowledge and stay updated on new features.Identify recurring issues and contribute insights for documentation and product improvements.Work closely with product, engineering, and clinical teams to resolve complex cases.Keep the help centre updated with accurate, user-friendly content.Maintain detailed internal notes and update the CRM system as required.Ensure a user-first approach in every interaction.Qualifications & Requirements:Youd be a great fit if you:Have 2+ years of experience in customer support, product support, or operations.Are eager to become an expert in the platform rather than just following scripts.Communicate clearly and professionally, especially in writing.Enjoy problem-solving and working in dynamic environments.Can recognize trends and transform common questions into documented solutions.Hold a degree in Health Sciences or Mathematics (preferred but not required).Are confident using Intercom, Notion, or similar platforms.Have experience in SaaS, health tech, or AI-powered tools (a plus).Key Performance Metrics:First Response TimeTime to Close RequestsCustomer Satisfaction (CSAT) ScorePerks & Benefits (Work from Home xe2x80x93 WFH)Comprehensive health and life insurance starting on your 16th day of employment, including coverage for one dependent at no cost.
Flexible leave credits that can be used for vacation, emergencies, and sick leave.
Quarterly care packages for remote employees, packed with groceries and snacks to keep you energized.
Exciting mid-year celebrations, featuring giveaways and cash prizes.
Endless career growth opportunities, with a clear path for professional development.
Company-provided PC/laptop and high-speed fiber internet to ensure optimal productivity.
Remote tech support services to assist with any technical issues.
Employee social clubs and special interest groups to foster connections and engagement.
Global networking and career advancement opportunities.
Unlimited referral incentives for successful candidate hires.
Access to an in-house psychiatrist to support employee well-being and mental health.
Participation in the Employee Share Units program, offering long-term growth benefits.
Exclusive rewards program, where employees can redeem appliances, kitchen gadgets, and other useful items.Why Work With Us?We are a leading outsourcing and talent solutions provider, dedicated to empowering businesses while fostering a supportive, engaging, and rewarding work environment for employees.What Sets Us Apart?Award-Winning Workplace Culture xe2x80x93 A proven track record of staff engagement, recognition, and employee-centric initiatives.
Investment in Your Growth xe2x80x93 Access to comprehensive training, mentoring, and career advancement opportunities.
xefxb8x8f Work-Life Balance xe2x80x93 Flexible schedules, meaningful perks, and a collaborative team environment that prioritizes employee well-being.

BCG