• Lead and develop a 25+ person CS team (onshore + offshore), building a strong leadership bench (managers, team leads). • Establish clear performance standards, career ladders, and coaching/development/training programs. • Own SLAs, KPIs (CSAT, NPS, resolution time, first contact resolution), and workforce management. • Implement automation, macros, and tools to improve efficiency and scalability. • Introduce QA programs, escalation frameworks, and training processes to standardize excellence. • Serve as the voice of both the patient and CS reps cross-functionally, partnering with Product, Engineering, Clinical, and Supply Chain. • Ensure a seamless, empathetic, and efficient experience across all patient touchpoints. • Define and execute the vision for scaling CS and leveraging AI as we 2-3X patient volume.

• Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services • Directly troubleshoot customer issues and resolve them by implementing attainable solutions • Evaluate and escalate bugs to development as they come to your attention inside the product • Provide feedback to develop support processes. Your input will ultimately add value for our customers • Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation). • Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner • Work cross-functionally with other members within the organization

• Month 0 to Month 3 Learn about FL3XX as a software: how it functions, its features, and how to troubleshoot user issues; Learn about FL3XX as a company: its culture, its processes, how work gets done, and who is responsible for what; Process Support tickets: this is every Customer Success person’s first exposure to serving customers at FL3XX and a great way to learn the ropes; Support rotation: We offer 24/7 Support between US-based teams and EU-based teams. We have a weekend rotation (a person covers 1 weekend every 8 weeks), a holiday rotation, and cover the occasional late night or early morning as needed. Learn how to document and reproduce user issues and funnel them into our development process; Month 4 to Month 8: Continue growing as a Support agent - including occasional live video calls where you can document urgent issues; Begin taking sole ownership of accounts - building a relationship with them, ensuring their problems are resolved, and increasing adoption of FL3XX’s offerings. Month 9 Onward: Continue to assist the Support desk with a higher autonomy; Begin to work towards a project of personal interest (implementing AI-powered workflows & chatbots, creating compiled recommendation reports for the Product team based on user experience – the opportunities are limitless!).

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description If you enjoy working directly with clients and turning ideas into thoughtfully organized plans, this remote opportunity may be a great fit. You'll assist with reservations, scheduling, and crafting memorable experiences. This is a fully remote position designed for individuals who value flexibility and meaningful work. It's an excellent opportunity for those transitioning careers, returning to the workforce, or seeking a customer-focused role that fits alongside other life commitments. No prior industry experience is required—comprehensive training and ongoing support are provided. - Respond to customer inquiries via email, phone, and messaging platforms - Provide friendly, accurate, and timely support tailored to customer needs - Assist with coordinating service requests and next steps - Track and update customer information with strong attention to detail - Follow up to ensure questions are fully resolved and customers feel supported - Use internal systems and tools to manage daily support tasks Qualifications - Strong communication and active listening skills - A customer-first mindset with a professional, friendly approach - Organized, dependable, and detail-oriented - Comfortable working independently in a remote environment - Willingness to learn new systems and workflows - Experience in customer service, call centers, hospitality, retail, or administrative support is helpful—but not required Benefits - Fully remote work environment - Flexible scheduling based on availability - Structured onboarding and training - Ongoing support and access to resources - Opportunities to build long-term customer service and communication skills Company Description