About Mira
Mira is a San Francisco-based hormonal health company providing integrative care and hormonal testing for over 92,000 customers. In 2023, they were recognized by Inc. 5000 as America's fastest-growing femtech company. We started our company to help women and individuals reach their parenthood dreams and make their fertility journey smoother.
Mira's most important breakthrough was inventing the market's only FDA-compliant at-home fertility monitor with quantitative technology. Since the beginning, they have been on a mission to develop data-driven hormonal health solutions to help women make confident health decisions during every stage of their lives—from the menstrual stage to menopause. Mira offers solutions to test, boost, and navigate fertility—starting from comprehensive hormone testing and supplements to fertility coaching and online courses.
We are committed to helping our customers achieve the highest possible success rates and outcomes; that is why our focus is on personalized care, the use of the most cutting-edge technology, and science-backed data.
About The Position
We are looking for a Customer Support Team Lead to manage and optimize our support team's work. The ideal candidate is experienced in setting up and working with helpdesks (macros; ticket routing; rules and flows), managing a team of support agents with technical support enquiries (mobile apps and/or electronic devices) and reporting on volume, satisfaction, reviews, and contact reasons on multiple communication channels.
If you want to challenge yourself at a high-growth startup and make a difference for women's health, please join us!
Responsibilities
Defining work hours and individual members' schedules (assigning and approving overtime hours when required)
Defining team's weekly priorities based on current email and chat volume/backlog
Ensuring agent and team performance is met on a daily basis
Defining and training best practices for effective ticket handling within the helpdesk (inboxes, macros, ticket routing, when to snooze/close/leave open ticket)
Understanding and making decisions on how and where the team's human resources should be allocated on a day-to-day basis
Understanding current SOPs for general support enquiries and optimizing them to improve team's efficiency
Working with Tech Support to define and improve SOPs for quicker and clearer troubleshooting of App and Product related enquiries
Creating and executing a quality assurance process for general support and tech-related conversations
Managing and ensuring quality responses on reviews and support channels
Working with Tech Support, App, and Product teams to continuously improve response quality and efficiency, providing visibility for the relevant issues that are affecting the customer's experience
Requirements
3-5 years of experience managing a team in a customer service or customer experience role for an eCommerce company
Proficiency in customer service tools like Kustomer, Zendesk, etc.
Experience in managing processes of tech, app, and e-commerce product support teams
Ability to thrive in a fast-paced environment and manage multiple tasks simultaneously
Capacity to thrive in an independent environment, demonstrating extreme ownership
Experience in managing remote teams in a home-office environment
Details
The role is a remote position, with a 40-hour workweek, with the team located in the Philippines.
What We Offer
You will work with a dedicated, highly-engaged, international team of professionals who are passionate about helping couples and individuals start their families
We have a fast-paced and collaborative work environment where we encourage open communication, ownership, and independence
In addition to competitive salary, we offer a performance-based bonus system based on OKRs
We provide professional development opportunities - training courses, workshops, and seminars
Recruiting process
Step 1: Screening call with HR
Step 2: Assessment task
Step 3: Interview with department lead
Step 4: Final interview with CEO and CMO
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