Director of Customer Service

United States·Pittsburghexecutive

OtherCustomer Service

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Quick Summary

Key Responsibilities

Lead your team: Build and lead a high-performing, inclusive organization across customer support functions, fostering accountability, coaching, and continuous development.

Technical Tools

OtherCustomer Service

Responsibilities

~2 min read

→Lead your team: Build and lead a high-performing, inclusive organization across customer support functions, fostering accountability, coaching, and continuous development.
→Own strategic planning: Develop and execute a comprehensive customer service strategy across inbound and outbound channels to improve access, engagement, retention, and overall customer experience while supporting business growth.
→Oversee operations end-to-end: Ensure seamless execution of both inbound support (e.g., issue resolution, inquiries, care coordination) and outbound engagement (e.g., follow-ups, education, proactive outreach), with a focus on quality, efficiency, and scalability.
→Drive process and technology improvements: Identify, implement, and optimize tools, systems, and processes (e.g., CRM, ticketing, automation) to enhance both inbound and outbound efficiency and effectiveness.
→Drive performance management: Establish and monitor Key Performance Indicators (KPIs) such as Service Levels (SLs), First Contact Resolution (FCR), Customer Satisfaction (CSAT), quality scores, and productivity; use insights to continuously improve team and operational performance.
→Leverage data & insights: Analyze customer interactions, feedback, and operational metrics to identify trends, root causes, and opportunities to enhance service delivery and customer satisfaction.
→Partner cross-functionally: Collaborate closely with operations, product, clinical, compliance, and growth teams to align on priorities, improve workflows, and advocate for the customer experience across the organization.
→Ensure compliance & quality: Maintain adherence to healthcare regulations and internal quality standards, ensuring consistent, accurate, and compliant communication across all customer touchpoints.
→Manage capacity & planning: Oversee workforce planning, forecasting, and resource allocation to meet demand across channels while maintaining service levels and cost efficiency.
→Thrive in a start up environment: roll up your sleeves to solve problems directly when needed, while also building repeatable systems. Navigate ambiguity, shifting priorities, and rapid growth with a solutions-oriented mindset. Balance speed with quality, ensuring scalability without sacrificing execution.

Bachelor’s degree or equivalent experience.
10+ years of experience in Customer Service Operations, with proven success leading inbound and outbound teams.
5+ years of experience managing large-scale, multi-channel support organizations (phone, chat, email) in a fast-paced, high-growth environment.
Experience in healthcare, pharmacy, or other regulated industries (e.g., HIPAA) strongly preferred.
Demonstrated ability to own and improve key performance metrics (e.g., SLs, CSAT, FCR, AHT).
Strong operational expertise in workforce planning, capacity management, and service delivery at scale.
Proven experience leading cross-functional initiatives and influencing product, operations, and commercial stakeholders.
Strong analytical skills with the ability to translate data into actionable insights and measurable improvements.
Experience implementing and optimizing customer service tools and systems (e.g., CRM, contact center platforms).
Excellent communication, presentation, and stakeholder management skills.
Strong coaching and leadership capabilities, with a track record of building and developing high-performing teams.
Experience managing external vendors or Business Process Outsourcing (BPO) partners is a plus.
Proven track record of delivering measurable business impact, including customer satisfaction, efficiency gains, and growth.

Why Join Us:

It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers.

We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.