Customer Service Technology Lead

Summary

Join Willow, a telemedicine company focused on weight loss treatments, as their Customer Service Operations Manager. You will own and manage Intercom, designing automations, developing self-serve content, and empowering customer representatives. Responsibilities include mapping the support journey, building SOPs, managing knowledge bases, running data analyses, and implementing Intercom bots. You will collaborate with cross-functional teams to improve patient experience and present monthly operational reviews. This role requires 5+ years in customer service operations, 2+ years administering Intercom, and proven success in improving CSAT/NPS. Location is based in Latam or Canada. Willow offers flexible hours, unlimited PTO, non-working holidays, salary increases, performance-based bonuses, and a fun work environment.

Requirements

• 5 + years in Customer Service Operations or Support/Experience Ops, with 2 + years administering Intercom (or Zendesk/Salesforce Service Cloud) in a regulated environment
• Proven track record of reducing handle time, improving CSAT/NPS, and scaling processes without sacrificing quality
• Data-literate: comfortable slicing CSVs or writing queries to validate hypotheses
• Skilled process documenter and trainer—you can translate clinical-pharmacy complexity into crisp, step-by-step instructions
• Familiar with HIPAA or other PHI/PII frameworks; SOC 2, GDPR, or PIPEDA knowledge is a plus
• Bias for action: you identify the 80/20 levers, ship minimum-lovable solutions, measure, and iterate
• Based in Latam or Canada with reliable broadband and overlap with Eastern hours

Responsibilities

• Map and continuously refine the entire support journey (billing, pharmacy coordination, clinical questions, shipping)
• Build SOPs, routing rules, and SLAs that balance speed with regulatory compliance (HIPAA, PCI, PIPEDA)
• Partner with Workforce Management to forecast volume and set staffing plans that hit response-time targets
• Own the Help Center and internal knowledge base: develop taxonomy, review cadence, and authoring standards
• Roll out macros, checklists, and playbooks that shrink time-to-resolution and rep ramp-up
• Run weekly coaching, QA calibrations, and “voice of customer” debriefs to keep quality and empathy high
• Define the CS metrics stack (CSAT, FRT, AHT, NPS, deflection) and build dashboards in Intercom, Looker, or similar
• Run data deep-dives, pinpoint bottlenecks, and champion cross-team projects that improve patient experience
• Present monthly Ops reviews to execs, highlighting wins, risks, and next-quarter priorities
• Implement targeted Intercom bots, triggers, and integrations that remove repetitive clicks for reps and customers alike
• Evaluate third-party apps (AI assist, QA, billing) and own vendor relationships and renewals

Preferred Qualifications

• Background in pharmacies, telehealth, or other regulated health-tech
• Familiarity with AI chat assistants (e.g., Intercom Fin, GPT plug-ins) and prompt-engineering basics
• Experience leading or mentoring a small CX Ops team

Benefits

• Flexible hours, work wherever you choose
• Unlimited PTO
• Non-working holidays per country of residence
• Salary increases and performance-based bonuses