Pearl Talent is hiring an Associate Manager (CSR Team Lead) to lead and develop a high-performing customer support team within the healthcare sector. This is a hands-on management role where you will combine operational leadership, coaching, and process improvement to deliver outstanding customer experiences while ensuring compliance with US healthcare standards.
What You'll Do
- 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.
What We're Looking For
- 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.
Nice to Have
- Experience in regulated healthcare or healthtech environments.
- Familiarity with process improvement frameworks and workflow optimization.
- Exposure to training and development program design.
- Knowledge of additional CRM, reporting, or analytics platforms.
Technical Stack
- Salesforce, Google Workspace, Slack, Zoom
- Asana, Canva, Figma, Tableau, Zapier
Benefits & Compensation
- 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
Work Mode
This is a fully remote position open to candidates in the Philippines, LATAM, or anywhere remote, provided you have strong English communication skills.
Pearl Talent is an equal opportunity employer.
