Director Of Customer Support at SWORD Health (Remote)

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Who We Are
Each year, 2 billion people across the world are limited by physical pain. By helping people live without pain, they are free to do the things they love most with the people they love—and never miss a moment. This is what we do. We create and design new technologies to solve one of the biggest problems in healthcare: taking care of our Physical Health. SWORD Health (“SWORD”) is the world’s fastest growing digital musculoskeletal (MSK) care provider on a bold mission to free two billion people from acute, chronic, and post-surgical physical pain . Our customers include some of the most progressive Fortune 100 and 500 companies, as well as over 160+ other established businesses across the world.  
The SWORD program allows members to complete a personalized physical therapy program from the comfort of home, with continued support and supervision from one of our talented SWORD specialists. SWORD’s personalized care is more effective than traditional standards of care, and has proven to deliver best-in-class clinical results. Since breaking into the market less than two years ago , SWORD has worked with insurers, health systems, and employers in the U.S., Canada, Europe, and Australia to make high quality musculoskeletal care accessible to everyone. 
This is an opportunity to join SWORD during a time of hyper growth and expansion. After our recent $2bn valuation, we’re excited to continue accelerating our impact by scaling with high caliber people with passion, commitment and energy to create and deliver technologies, services and products that drive human progress forward.  
We welcome you to join our mission, to make a difference on a grand scale and play a pivotal role with a global team at SWORD– working alongside great people pioneering novel products and cutting edge technologies.

Our business is growing rapidly, and we’re looking for an experienced Director of Customer Support to lead and grow our team. As the most senior customer expert at SWORD, your goal is to make our customers successful and to empower your team to delight them. You’ll work cross-functionally to share insights and to serve as an advocate for our members, and you’ll run experiments and build strategies to keep improving the support experience. Of course, you’ll have full ownership over the growth and development of your team.

What you'll be doing:

  • Develop strategies to expand our reach, impact, and quality of customer support
  • Proactively manage customer experience by representing the customer’s voice in Clinical and Care Delivery, Product / Engineering and other settings
  • Recruit, train, coach, and guide the customer support team
  • Effectively analyze and communicate customer feedback and experiences to key stakeholder groups and the company at large
  • Lead by example during interactions with customers, handling escalated inquiries, and helping the team accomplish KPIs
  • Build repeatable, sustainable and scalable process to deliver outstanding customer satisfaction goals
  • Handle stressful situations with confidence
  • Communicate with customers in emotionally engaging manner while meeting their needs
  • Manage the team with clear expectations, creating accountability, and enhancing collaboration to meet or exceed service level and quality expectations
  • Assess, develop and manage talent to support the needs of the business
  • Oversee case issue resolution, call monitoring, and development of performance metrics
  • Establish strong cross-functional alignment with, Product, Hardware, Engineering and Clinical / Care Delivery teams
  • Develop, facilitate and drive cross-functional initiatives aimed at improving performance and increasing execution capability
  • Deliver reports and analysis to members of the leadership team including evaluation of overall performance, trend identification, best practices, problem resolution, and risk mitigation

What you need to have:

  • 10+ years of Customer Support experience
  • 3+ in a leadership role
  • Experience in scaling organizations and processes
  • Proven results in driving positive customer experience
  • Exceptional written and verbal communication skills, concise and clear
  • Metrics oriented and customer satisfaction driven
  • Expert in Zendesk or similar CRM

SWORD Benefits:

  • Comprehensive health, dental and vision insurance 
  • Equity Shares
  • 401(k)
  • Unlimited Vacation
  • Paid Holidays
  • Flexible working hours
  • Work from home
  • Parental leave
  • Free Digital Therapist for your family

At SWORD, we are proud to be an Equal Employment Opportunity employer. We champion diversity and are committed to building a team that represents a variety of backgrounds, perspectives and skills. At SWORD, we believe that diversity and inclusion among our applicants and teammates is critical to our success as a global company. The more inclusive we are the better our work will be. 

More Information on SWORD Health
SWORD Health operates in the Healthtech industry. The company is located in New York, NY. SWORD Health was founded in 2015. It has 197 total employees. To see all 24 open jobs at SWORD Health, click here.
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