Velvet CARE sp. z o.o.

Operations

• Managing BPO vendor relationships and offshore team leads
• Coordinating across operations functional domain leads
• Vendor performance management and scorecard tracking
• Escalation path ownership
• Onboarding new vendors and overseeing hiring cohorts
• Setting and enforcing vendor performance standards
• Coverage planning (OOO, volume spikes)

Offshore Vendor Operations Lead

IT Support

• Serve as the first-line technical support for internal teams, resolving issues directly wherever possible and escalating as necessary
• Monitor and respond to technical questions from multiple stakeholders in parallel, while maintaining professionalism and urgency
• Partner closely with Silna’s CTO on system improvements, tooling changes, and security best practices
• Own technical onboarding for new hires, including account creation, permissions and access setup, and tool provisioning
• Troubleshoot issues related to user accounts and access, password resets and authentication, SaaS tools and internal systems, etc.
• Coordinate with vendors and service providers as needed
• Help ensure broad reliability, access control, and basic security hygiene across the business

Customer Support

• Deliver exceptional, empathetic support to healthcare providers who rely on our platform
• Manage increasing ticket volume with operational excellence and attention to detail
• Understand customer needs and identify opportunities to improve their experience
• Serve as the voice of the customer internally, advocating for their needs and pain points
• Triage and prioritize tickets, identifying which require escalation to specialized teams
• Handle tickets efficiently while maintaining high-quality, personalized responses
• Build and maintain response templates that ensure consistency and efficiency
• Develop processes and workflows that scale with our growing customer base
• Work closely with Product, Engineering, and Operations teams to address systemic issues
• Translate customer feedback into actionable insights for product improvements
• Collaborate on building out our help center and self-service resources
• Partner with teams to minimize support needs through proactive solutions
• Master various communication tones appropriate for different customer situations
• Create clear, empathetic responses that resolve issues and build customer confidence
• Document common issues and solutions to improve knowledge sharing
• Build processes that ensure no customer inquiry falls through the cracks

Offshore Vendor Operations Lead

IT Support

Customer Experience Associate