.About MiraMira 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 PositionWe 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!ResponsibilitiesDefining 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/backlogEnsuring agent and team performance is met on a daily basisDefining 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 basisUnderstanding current SOPs for general support enquiries and optimizing them to improve team's efficiencyWorking with Tech Support to define and improve SOPs for quicker and clearer troubleshooting of App and Product related enquiriesCreating and executing a quality assurance process for general support and tech-related conversationsManaging and ensuring quality responses on reviews and support channelsWorking 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 experienceRequirements3-5 years of experience managing a team in a customer service or customer experience role for an eCommerce companyProficiency in customer service tools like Kustomer, Zendesk, etc
