Job Description

Context and Overview:


We're Evergreen Life and we're on a mission to increase everybody's healthy and happy years. We're looking for blue sky thinkers, passionate personalities, and diligent doers to help us make good change happen. We develop software applications and solutions to support this and make great use of cutting edge technology.


Health and wellness are woven into our cultural fabric. It's what we do and who we are. But we don't just talk the talk, we believe in prioritising the wellbeing of everyone that works for us. That means cycle to work schemes, fresh fruit, nutritious snacks, life insurance and accessible mental health support, all backed up by an open, honest and friendly culture so you can thrive in a happy and healthy environment. Do we need this first bit for an internal ad?


As a fast-paced, dynamic company, we're constantly evolving to stay ahead. This means that responsibilities within this role may adapt over time to meet the changing needs of the business and drive our success.


There is a requirement to ensure the right processes, people and technology are in place to provide a 'first class' service that is seamlessly integrated with the wider business. Customer Support is the first point of contact for our customers and it plays a vital role in ensuring that requests and handled efficiently and professionally and are escalated to the right resolver group. As well as providing a great service to our customers you will also support in the testing of our new product releases whilst proactively managing the support tickets and backlog that may arise from this.


As the Customer Support Team Lead, you'll lead our Customer Support team and oversee customer support activities, ensuring top-quality service as well as being directly involved in customer contact yourself. You'll play a crucial role in guiding team members, solving escalated cases, responding to on-line reviews in medium such as Trustpilot and helping our team to meet Evergreen Life's high standards. Additionally, you will also liaise with different departments to ensure that the Customer Support Team are fully briefed and up to date with the latest changes with the app and to advise the Development team about potential bugs, etc.


Responsibilities:


Manage the Customer Support Advisors (CSAs) and provide daily support, guidance, and coaching to ensure exceptional service delivery. First point of contact for Evergreen Life and Evergreen Well customers, managing incoming inquiries through Freshdesk, Web Chat or phone. Oversee team performance in handling initial contacts and inquiries through the Customer Portal, Web Chat and phone, ensuring prompt, effective, and professional responses to customer queries and issues inline with our SLAs. Act as the main escalation point for unresolved or complex customer cases, working closely with other resolver groups when necessary. Learn and maintain a high level of knowledge of various technical systems, eg Freshdesk, askmyGP (digital triage), the Evergreen Life PHR app, Shopify and Aircall. Supporting with the testing of our new releases and proactively managing the support tickets and backlog that may arise from this. Identify and implement process improvements to streamline support workflows, enhance customer satisfaction, and ensure consistency. Track and report on key performance indicators (KPIs), identifying training needs and opportunities for development. Liaise with Product and Development teams to provide feedback and insight into customer issues, triaging product issues as appropriate. Oversee the accurate logging and management of complaints, Data Protection Issues and Clinical Safety Issues via Freshdesk and our internal complaints procedure, ensuring they are addressed in a timely and effective manner. Lead by example with clear, patient, and empathetic communication, setting the tone for the team's interactions with customers. Review and assign daily priorities within the team, making strategic decisions to address high-priority issues quickly and efficiently. Responding to online reviews within our SLAs. Working closely with other departments to know when changes to the app and new launches are going to occur and ensure that the support team is fully briefed and any new canned responses are in place. Perform any other reasonable duties as required to support team and company objectives.
Requirements:


At least 4-5 years in a customer support leadership role, preferably in a Service Desk or IT helpdesk environment. Excellent verbal and written communication skills. The ability to explain technical solutions in a clear and simple manner is essential. Advanced technical troubleshooting experience. Strong level of experience and knowledge of common software and mobile app issues is an advantage. Strong analytical and problem-solving skills with a customer-focused mindset. Ability to recognise when an issue requires escalation and follow through with appropriate handovers. Strong organisational skills with the ability to prioritize and manage multiple tasks efficiently. A positive, empathetic, and patient attitude when dealing with customers, ensuring their satisfaction with every interaction. Ability to collaborate with team members and departments to resolve customer issues efficiently. Ability to liaise and on occasions lead, communication with other departments.
Advantageous but not essential (full training will be provided):


Familiarity with Freshdesk, Freshchat, Aircall, Shopify, and apps. IT troubleshooting at a highly competent level. An understanding of GDPR and data protection regulations is a plus. Experience working in a customer service role within the health tech or IT sector. A background in using remote support tools.
Benefits:


Evergreen Life Standard benefits package.