Team Lead - Customer Experience

Join MANUAL, one of the fastest-growing digital health companies, as a Team Lead for Customer Experience. In this role, you will lead a world-class patient experience team, ensuring seamless and high-quality support for our UK customers. You will manage a team of agents, develop processes, and drive performance. This is a unique opportunity to shape how we support patients in the UK and optimize our operations. Fluency in English and Portuguese is required.

Managing a team of Patient Experience Specialists, setting clear expectations and driving performance.

Responsibilities

• Coaching and developing your team, ensuring every agent has the support and guidance to succeed.
• Identifying trends in patient contacts, feedback, and complaints- then leading initiatives to improve our processes.