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Support Lead

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Who is Eleos Health?

Today, more people than ever are speaking publicly about their mental health. Whether it's ourselves, our friends and family or even public figures, taking care of your behavioral health is no longer a taboo, it's vital, and it's only human.

Eleos is on a mission to help deliver the world's most effective behavioral care through data, measurement, and personalization. Or simply put, we want to give clinicians the support they need to do the important work only they can do.

What is this opportunity?
We are seeking a Support Team Lead to join our growing Delivery team. The Support Team Lead will be instrumental in building and managing a top-notch support function, reporting to the AVP of Delivery. You will ensure we provide exceptional customer service, resolve technical issues, and assist customers in getting the most out of our platform. Your role will involve setting up support processes, tracking and analyzing support data, and collaborating with cross-functional teams to drive product improvements based on customer feedback.

Who are you?
You thrive in a startup environment and excel in a fast-paced setting. You are passionate about delivering outstanding customer support and enjoy mentoring and leading a team. Your communication skills are exceptional, and you have a keen eye for detail. You are self-motivated, adept at time management, and resourceful in solving complex issues.

How will you contribute?

  • Serve as a strategic leader within the Customer Success team, ensuring our support strategy is aligned with the strategic vision of the company.
  • Develop a best-in-class technical support team 
  • Establish and maintain support processes and workflows to streamline issue resolution.
  • Implement a comprehensive support knowledge base with AI-enhanced workflows.
  • Track and analyze support metrics and customer feedback to drive improvements in our product and service.
  • Negotiate with and persuade Product and Development teams to swiftly resolve technical issues and optimize the user experience.
  • Provide hands-on support for complex customer inquiries including technical troubleshooting and investigation of the issues, to provide as much info as possible to the engineering teams
  • Train support specialists on product knowledge and customer service best practices.
  • Advocate for and ensure the prompt resolution of customer inquiries and issues to their satisfaction.
  • Proactively identify areas for process improvement and implement necessary changes.
  • Serve as a point of escalation for challenging customer issues.
  • Develop and maintain a knowledge base and self-help resources for customers.

What qualifications and skills will help you to be successful?

  • 10+ years of experience in a customer support role, with at least 5 years in a leadership or supervisory capacity.
  • Proven track record of delivering exceptional customer support and problem-solving reflected in exceptional CSAT scores
  • Strong organizational and time management skills.
  • Excellent written and verbal communication and persuasion skills.
  • Ability to work collaboratively with cross-functional teams. Experience working across a diverse set of product and technical teams a must.
  • Experience with support ticketing systems and CRM tools.
  • Experience with developing AI based scripting and automations at scale
  • Familiarity with SaaS products and technical troubleshooting.
  • Ability to adapt and thrive in a rapidly changing startup environment.
  • Ability to deep dive and technically investigate issues/bugs
  • Experience with errors detection and api requests investigation using browser Devtools
  • Experience with backend logs investigation using tools such as Kibana, CloudWatch and etc

Some nice-to-haves are:

  • Passion for the healthcare/behavioral health industry.
  • Experience with support team training and development.
  • Knowledge of supporting best practices and industry trends.
  • Experience working with and/or managing off-shore teams
  • Experience selecting and implementing enterprise customer support systems

This is a unique opportunity to join a startup that has a meaningful impact on thousands' well-being and mental health.
We have

  • A product that positively impacts people's lives every single day.
  • Opportunity to build, grow and become highly instrumental in shaping how technology can increase the effectiveness of therapy.
  • A team of amazing people with a shared vision and the infinite drive to make it happen
  • The base pay range for this position is $110,000-140,000 per year. The determination of what a specific employee in this job classification is paid depends on a number of factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, length of service, and geographic location.
  • In addition to your compensation, we offer wide and generous health benefits, significant equity and 401(k) plans matched to 4%.
  • We offer a flexible time-off policy, including dedicated sick and mental health days, so you can hit the pause button for rest and recovery whenever needed.
  • Mental health days off you can take any given moment simply because you need them.

 

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