Accurx
Healthcare
UserSupportServiceManager(MaternityCover)
“User Support Service Manager (Maternity Cover) at Accurx. Skills: Customer success, Team development, Service operations. Boost CSAT. Implement strategies”
What You'll Achieve.
Transform customer satisfaction; Reduce first-response time; Reduce incident response time; Raise performance standards; Boost CSAT
Industry & Context.
Friction-fixing; Root-cause problems
Weekend cover
What They're Looking For.
Must Have
Line manage team, Own 1:1s, Performance reviews, Career development, Hiring decisions, Probation decisions, Deliver training modules, Assess training modules, Run QA reviews, Ticket scoring, Scale QA framework, Integrate AI tooling, Integrate smart tooling, Coordinate user updates, Manage complaint process, Work across Intercom, Work across scheduling tools, Work across reporting dashboards, Work across internal people systems, Integrate quickly, Build trust effortlessly, Master tools without hand-holding, Transform KPIs, Overhaul service management, Scale efficiency quickly, Keep team focused, Keep service running, Solve root-cause problems, Bridge gap between teams, Turn user insights into action
Nice to Have
Weekend cover participation
What You'll Do.
Reduce first-response time
Reduce incident response time
Raise performance standards
Coach team to excellence
Own performance reviews
Own career development
Own probation decisions
Create environment for team
Oversee shift scheduling
Handle leave requests
Ensure seamless coverage
Participate in weekend cover
Own onboarding journey
Deliver training modules
Assess training modules
Set world-class standard
Uncover coaching opportunities
Introduce modern metrics
Integrate smart tooling
Drive team efficiency
Elevate support experience
Act as first commander
Coordinate user updates
Manage complaint process
Turn feedback into insights
Work across scheduling tools
Work across reporting dashboards
Work across internal people systems
How You'll Work.
Team & Collaboration
Cross-functional action; Engineering teams; Marketing teams; Clinical teams
Applying for this User Support Service Manager (Maternity Cover) role?
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