Head Of Product Support • Lead

Who you are

You have extensive experience in customer support management, ideally within a tech or healthcare environment, where you've developed strategies to enhance user satisfaction and service quality. Your leadership style fosters collaboration and empowers teams to excel in their roles, ensuring that both healthcare professionals and patients receive exceptional support. You are adept at using data to drive decisions and improve processes, with a keen understanding of how to leverage technology, such as conversational AI, to enhance user experiences. You possess strong communication skills, allowing you to effectively liaise with various stakeholders, including sales and account management teams, to align support strategies with broader organizational goals. You are results-oriented, with a proven track record of meeting key performance indicators such as resolution rates and customer satisfaction scores. You are passionate about building a culture of excellence within your team, encouraging continuous improvement and innovation.

What you'll do

As the Head of Product Support at Doctolib, you will be responsible for architecting the customer support experience, ensuring that your team is equipped to handle inquiries from both healthcare professionals and patients efficiently. You will lead the development and implementation of support strategies that prioritize user empowerment and rapid issue resolution. Your role will involve establishing a clear vision for the support organization, focusing on synergies with sales and account management teams to enhance service delivery. You will oversee the optimization of service quality and team productivity, utilizing metrics such as the Gold Rate and Customer Satisfaction (CSAT) to measure success. You will also initiate and manage projects aimed at improving the overall support experience, ensuring that your team is well-prepared to address complex cases with expertise. Your leadership will be crucial in fostering a collaborative environment where team members feel supported and motivated to achieve their best work.

What we offer

At Doctolib, you will join a mission-driven organization dedicated to improving healthcare access and efficiency. We offer a supportive work environment that values innovation and collaboration. You will have the opportunity to make a significant impact on the healthcare landscape while developing your career in a dynamic and growing company. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.