Manager, Customer Experience

Company Description

PatientFi® is a technology-based, point-of-sale financing company in Irvine, CA that partners with healthcare providers to offer patients a friendly payment solution for out-of-pocket medical and dental procedures. The company serves various healthcare specialties, including plastic surgery, dermatology, ophthalmology, dentistry, fertility, and medical spas. PatientFi's mission is to expand patient access to elective healthcare treatments by removing the cost barrier and providing patients with a convenient payment option.

Summary:  

This is an amazing opportunity to lead the highest rated customer service  team in lending. Period. You will be responsible for providing leadership and  guidance to the customer experience team, handling escalated customer  inquiries, and managing the day-to-day operations of customer support at  PatientFi.  
THIS IS A HYBRID ROLE IN IRVINE, CA.

Responsibilities  

• Lead and supervise the customer support team, providing coaching,  mentoring, and support to team members to ensure high performance  and productivity  
• Provide training and ongoing development opportunities for team  members to enhance their skills, knowledge, and abilities in customer  service, problem-solving, and product knowledge  
• Address complaints received from organizations such as BBB, ensuring  prompt responses and satisfactory resolutions  
• Handle escalated customer inquiries and follow through to resolve  problems in a timely and efficient manner, maintaining a high level of  customer satisfaction  
• Coordinate with other departments or third parties as necessary to  address customer concerns and ensure seamless resolution of issues
• Oversee the daily operations of the customer support team, including  managing schedules, ensuring adequate coverage, and prioritizing  tasks  
• Contribute to the development and enhancement of our learning  center  
• Track team performance metrics and key performance indicators (KPIs),  such as response times, resolution rates, and customer satisfaction  scores, and take corrective actions as needed to meet performance  targets  
• Identify opportunities to streamline processes, improve efficiency, and  enhance the customer support experience, and implement changes to  drive continuous improvement 
• Implement performance management strategies to monitor team  performance, identify areas for improvement, and recognize  achievements  
• Foster a culture of open communication, collaboration, and teamwork  within the customer support team and across departments  • Utilize problem-solving skills to identify root causes of customer issues  and implement effective solutions to prevent recurrence 
• Be responsible for the end-to-end management, optimization, and performance of the AI ecosystem within the Customer Service department. 
• Serve as the primary administrator for Ultimate AI (Chat/Email), Poly AI (Voice), and Zendesk Copilot
• Monitor live interactions to identify intent gaps; update bot flows, verbiage, and logic to increase resolution rates.
• Ensure all AI responses are synchronized with company updates (e.g., website verbiage changes, new product launches) and the internal Knowledge Base/Help Center.

Pay: $70,000.00 - $75,000.00 Annual; Up to 15% Annual Bonus 

Desired Skills / Experience

• 3-5 years of leadership experience in a fintech, credit union, or bank.
• Excellent communication, interpersonal , and problem solving skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Strong leadership and team management skills - with a focus on talent development.