Catena

Associate Manager – CSR Team Lead, Healthcare Industry

Catena

full-time

Posted on:

Location Type: Remote

Location: Argentina

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

Tech Stack

Tableau

About the role

  • Ensure high-quality customer support and maintain strong satisfaction metrics across US healthcare clients.
  • Drive process optimization, documentation, and workflow improvements for operational efficiency.
  • Build, coach, and develop a team that consistently meets or exceeds performance goals.
  • Provide actionable insights to leadership based on performance data and team feedback.
  • Support cross-functional collaboration to resolve escalations and improve customer experiences.
  • Lead, coach, and support a team of customer support agents to ensure high performance.
  • Conduct regular audits, quality reviews, and performance coaching sessions.
  • Manage onboarding, training, and ongoing development initiatives for team members.
  • Identify knowledge gaps and develop SOPs and training materials.
  • Drive initiatives to optimize workflows, standardize procedures, and improve efficiency.
  • Collect feedback and performance data to identify trends and improvement opportunities.
  • Partner with cross-functional teams (Product, Operations, IT) to enhance processes.
  • Ensure adherence to healthcare policies, procedures, and best practices.
  • Support escalations and complex client inquiries with operational judgment.
  • Monitor and maintain service quality standards across the team.
  • Prepare and share performance dashboards, insights, and recommendations.
  • Track key metrics for operational efficiency and customer satisfaction.

Requirements

  • 3+ years of experience managing or leading customer support/service teams.
  • Prior experience in US healthcare customer support strongly preferred.
  • Ability to immediately step into a management role with minimal ramp-up.
  • Proficiency with Salesforce.
  • Strong analytical, strategic thinking, and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Proven ability to lead, motivate, and develop teams in fast-paced environments.
  • Experience in regulated healthcare or healthtech environments (Nice-to-Haves).
  • Familiarity with process improvement frameworks and workflow optimization (Nice-to-Haves).
  • Exposure to training and development program design (Nice-to-Haves).
  • Knowledge of additional CRM, reporting, or analytics platforms (Nice-to-Haves).
  • Google Workspace, Slack, Zoom, Asana, Canva, Figma, Tableau, Zapier (Nice-to-Haves)
Benefits
  • Competitive Salary: Based on experience and skills
  • Remote Work: Fully remote—work from anywhere
  • Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
  • Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
  • Generous PTO: In accordance with company policy
  • Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
  • Direct Mentorship: Guidance from international industry experts
  • Learning & Development: Ongoing access to resources for professional growth
  • Global Networking: Connect with professionals worldwide

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
process optimizationworkflow improvementsperformance coachingdata analysisSOP developmenttraining program designcustomer support managementperformance metrics trackingservice quality monitoringproblem-solving
Soft skills
leadershipteam developmentcommunicationstrategic thinkinganalytical skillscollaborationcoachingmotivationcustomer satisfaction focusadaptability