connectRN is the leading nurse-centric platform that is reinventing the way nurses and other healthcare professionals are finding work. By leveraging technology, connectRN connects the nursing community to flexible work opportunities and each other to build a supportive and thriving network. The platform offers career development resources and flexible shift offerings for nurses, while alleviating staffing shortages at healthcare facilities. connectRN is headquartered in Waltham, Massachusetts and serves clinicians across the U.S. To learn more about connectRN, please visit
www.connectrn.com.The Director of Community Support will lead and scale the customer-facing call center that services both nurses and facilities. This team will embody our company values of empathy, nurse-centricity and superior client service, often serving as the heart of the brand. Responsibilities will include the creation and structure of the CommSupport team, while maintaining service quality and consistency during a time of rapid growth. This demanding and dynamic position requires a highly motivated, results driven professional that can support the 24/7 365 healthcare staffing schedule needs.
As a key department leader, the position will also collaborate closely with Sales, Product, and Clinician Experience to strengthen service lines by relaying trends and critical feedback. This position is expected to identify and solve broader issues as they emerge. The ideal candidate is comfortable taking on a variety of tasks, quick to problem solve and agile working in a new domain or function. Leading from the top, this position will work collaboratively with all areas to support the overall company goals while leading the Comms Support team.
You will…
- Establish performance metrics for CS specialists
- Establish service levels and requirements for the department
- Develop and implement methods to record, assess and analyze customer feedback
- Draft, implement, and execute policies and procedures to facilitate a quality customer (clinicians & facility clients) support/service experience
- Identify, recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer support, service and retention
- Cross functionally collaborate with other departments to ensure a cohesive end to end customer journey
- Scale team of CS Specialists through training, feedback and career development to support a period of rapid company growth
- Set and manage to service level agreements for various issues and escalations including average call wait time, time to close cases, and service NPS
- Design and optimize operating processes for the team to ensure fast, accurate, and consistent issue management
- Onboard new team members by designing and implementing a training program to ensure standardized process across team
- Plan and lead ongoing team training to ensure standard practices and excellent customer service delivery
- Design and refine schedule and capacity model for 24/7 Customer Support team, optimizing for total cost, phone response rate, and team preference
- Provide management to the CommsSupport Management team with training, mentorship and weekly market assessments
- Run weekly management reports and initiatives that drive key metrics
You have...
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent organizational skills and attention to detail
- Strong analytical and problem solving skills
- Several years in a leadership role focused on customer support/service
- Experience in an operational role where you have designed and implemented new workflows in addition to developing strategic growth goals
- Strong people management experience (remotely distributed team management preferred)
- Advanced skills in customer de-escalation
- Healthcare industry experience preferred
- Proficient in Microsoft Office Suite or Google Suite
You’ll get...
- 100% employer-paid premiums for your (and your family's) Health, Dental, Vision, Short Term Disability, Long Term Disability, Life and AD&D insurance
- Health Savings Account with contributions from connectRN of up to $2,000 annually
- Flexible time off policy
- 401k with match
Please note that we are only able to hire permanent residents (green card holders) or U.S. citizens at this time. connectRN is an equal opportunity employer. As Connectors, we embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. If this role would make you excited to come to work every day, please apply! We look forward to connecting.
