The Role
We are looking for a strategic and customer-focused Director/VP of Customer Support to lead our support team and operations. This role is responsible for driving customer satisfaction, optimizing support operations, and ensuring our team delivers a world-class experience. You will oversee support strategy, performance metrics, team development, and cross-functional collaboration to enhance the customer journey.
Key Responsibilities
Leadership & Strategy
- Develop and execute a scalable customer support strategy aligned with company goals.
- Lead, mentor, and grow a leadership team of remote customer support professionals to drive engagement and performance of the support team.
- Improve continuous training to ensure all Musely Support members have tools and knowledge to create Wildly Happy Customers.
- Foster a culture of excellence, adaptability, and continuous improvement
- Stay ahead of industry trends to introduce best practices, automation, and AI solutions that enhance efficiency.
Operations & Performance
- Define and track key agent and team performance metrics (CSAT, response/resolution times, ticket volume, etc.) to improve patient outcomes. Ensure team meets and exceeds SLA requirements
- Optimize workflows and tools to ensure seamless customer interactions and efficiency
- Work cross functionally with product, engineering, marketing, and other departments to develop new features and enhance the customer experience.
- Serve as the voice of the customer, bringing insights to leadership on customer pain points and opportunities.
- Champion proactive support initiatives, self-service resources, and education to enhance the customer experience.
Qualifications
- 5+ years of experience in customer support leadership (Director or VP level, preferably in tech, or telemedicine).
- Associate's/Bachelor's Degree required
- Proven success in scaling and optimizing support teams.
- Strong experience with support technology (Help desks, chat bots, AI automation, CRM tools, etc.).
- Expertise in CSAT, SLA management, and operational KPIs.
- Exceptional leadership, communication, and change management skills.
- Experience in a fast-growth environment, managing rapid scaling and process evolution.
- Background in telemedicine, healthcare, or tech support.
Salary
Depends on Experience
The Company
Musely has been the pioneer and disruptor for highly effective skincare medications for women (and some men) from age of 30 to 90. Musely enables the best dermatologists & pharmacists to deliver the most effective & affordable prescription skincare treatments through technology. With its revolutionary approach, Musely enables the science of youth quickly & affordably, online at the convenience of your home. Musely is disrupting $100B US and $500B global skincare, HRT and longevity industries.