Customer Service Technology Lead

Summary

Join Winona, a leading telemedicine company specializing in HRT for women in menopause, as a Senior Customer Service Operations Manager. You will play a pivotal role in optimizing our customer support processes using Intercom. Responsibilities include mapping the customer journey, building SOPs and SLAs, forecasting volume, managing the Help Center, and implementing efficient automations. You will also analyze data, identify bottlenecks, and present monthly operational reviews. This role requires 5+ years of experience in customer service operations, proficiency with Intercom, and a data-driven approach. Based in the US or Canada, this position offers flexible hours and remote work.

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 the US 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

Benefits

• Flexible hours
• Work wherever you choose
• Fun and casual work environment
• Employee engagement activities and virtual gatherings