Shift Collab Looking for Client Experience Manager at Toronto, Ontario, Canada Full Time

Our Care Team is dedicated to providing top-notch care service to ensure our clients receive the highest level of quality care. In the past year, they played a key role in our company’s achievement of successfully conducting over 41,000 sessions for Canadians, significantly enhancing mental health. This team is the glue between our clients and therapists, and therefore ensuring the happiness and effectiveness of this team is extremely important.

As the Client Experience Manager, you will have the opportunity to build a world-class customer care function in a rapidly growing Canadian company doing purposeful work. You will have the autonomy to create and build customer care practices that translate into a simplified and welcoming customer experience for our clients. You must be someone who can flex between leading a team, building the infrastructure to support our growth plans, and rolling up your sleeves to help your team get stuff done.

Responsibilities

• Team Management: Provide day-to-day supervision and management of our Care Team Fostering a positive and collaborative work environment
• Care Coordination: Act as a Care Coordinator to provide support to new and existing clients as needed to fill any scheduling gaps that arise from vacation, sickness, or the needs of customers.
• Policy and Procedure Updates: Work closely with other managers in different departments to update and implement policies and procedures of the Care Team that enhance our customer experience
• Customer Service Excellence: Demonstrate and maintain extremely high standards for customer experience across all interactions with the Care Team, to ensure clients are welcomed, supported, and their needs are met proactively.
• Client Issue Resolution: When challenges arise, effectively resolve escalated or difficult issues regarding the client’s experience, to ensure client satisfaction
• Hiring and Training: Support with recruitment, hiring, and training new team members, ensuring they are well-equipped to excel in their roles
• Team Performance Evaluation: Evaluate the performance of your team, providing feedback and support for growth and improvement
• Communication Management: Oversee and improve the management of email inboxes, phone calls, live chats, and other incoming communications from clients, referral sources, and therapists
• Client Intake Support: Supervise client inquiries and intake assessments and guide your team in building rapport with potential clients, supporting them through the process of finding the right therapist
• Schedule Management: Ensure efficient scheduling and allocation of appointments by managing the Care Team’s schedule, therapists’ schedules, and monitoring the waitlist
• Outreach: Lead proactive outreach efforts to ensure potential clients receive the highest quality of service, even if they are not yet clients
• Appointment Management: Address any issues related to scheduled therapy sessions and consultations to ensure smooth operations
• Administrative Support: Offer guidance and support to therapists on various administrative tasks to enhance their ability to focus on client care
• Data Reporting: Oversee the generation of regular reporting metrics and support other data requests to aid in clinic operations and decision-making

Requirements

• 5+ years of experience in customer service, with at least 2+ years in supervising a team (ideally remotely)
• A strong communicator with the ability to multitask and prioritize daily work with larger projects and a proven track record of managing employees
• A customer-focused attitude with the ability to be empathetic, responsive, and resourceful
• A strong skill set in a customer service software suite that utilizes multi-channel communication, issue ticketing, knowledge base, live chat, and extensive contact management (e.g., HubSpot Service Hub, Salesforce 360, Zendesk, etc.)
• You have working proficiency with Google Workspace Suite and Slack, and you have a high aptitude for learning new software to enhance productivity

Benefits

• Competitive salary ranging from $80,000-$90,000
• Performance-based bonus
• Remote first, with occasional in-person team meetings in Toronto
• Health, dental, and vision benefits
• Wellness days in addition to vacation and your birthday off
• Volunteer days to give back to a cause of your choice

If you’re passionate about contributing to a mental healthcare company and believe you’re the perfect fit, we’d love to hear from you!