Customer Success Team Lead

Ready to make an impact? At Hive Health, we’re on a mission to make healthcare radically more accessible for all—and we need passionate, driven individuals to help us make it happen. If you thrive in a fast-paced, innovative environment and want to work on solutions that truly matter, we’d love to meet you!

As the Customer Success Team Lead, your areas of responsibilities include:

Oversee CS operations to ensure timely, accurate, and high-quality member support
Manage and develop CS representatives through effective feedback loops, coaching sessions, and workshops to achieve performance, quality, and productivity targets
Resolve escalated member concerns and coordinate with internal teams on high priority issues
Implement and maintain CS processes, scripts, and knowledge base content for consistency and compliance
Analyze service data, track CSAT and key CS metrics, and identify trends, recurring issues and proactive engagement opportunities
Support and coordinate closely with other functions to deliver an extraordinary user experience

Qualifications:

Bachelor’s Degree preferably in a Business Administration, Psychology, communications, or medical related course
With prior experience in managing 24/7 support operations in a tech startup, BPO, or fast-growing company
Excellent operational and analytical skills; fluent in metrics, dashboards, and process design
Proficient in support and CRM softwares (e.g. Zendesk, Crisp)
Highly proficient in English and Filipino, written and verbal
Proactive, collaborative, customer-obsessed, and strong problem-solving skills.

Join our team as we revolutionalize healthcare in the Philippines—and beyond!

✨ Day 1 benefits for full-time employees – because we practice what we preach! Enjoy comprehensive healthcare coverage for you and your dependent, and paid time off from the start.
🚀 Grow with us – mentorship, career development, and learning opportunities to help you thrive.
🌍 Global connections – gain insights and support from top minds at Harvard, Stanford, and beyond.

Details

Location

Pasig, Metro Manila, Philippines

Technologies

Zendesk

As the Customer Success Team Lead, your areas of responsibilities include:

Oversee CS operations to ensure timely, accurate, and high-quality member support
Manage and develop CS representatives through effective feedback loops, coaching sessions, and workshops to achieve performance, quality, and productivity targets
Resolve escalated member concerns and coordinate with internal teams on high priority issues
Implement and maintain CS processes, scripts, and knowledge base content for consistency and compliance
Analyze service data, track CSAT and key CS metrics, and identify trends, recurring issues and proactive engagement opportunities
Support and coordinate closely with other functions to deliver an extraordinary user experience

Qualifications:

Bachelor’s Degree preferably in a Business Administration, Psychology, communications, or medical related course
With prior experience in managing 24/7 support operations in a tech startup, BPO, or fast-growing company
Excellent operational and analytical skills; fluent in metrics, dashboards, and process design
Proficient in support and CRM softwares (e.g. Zendesk, Crisp)
Highly proficient in English and Filipino, written and verbal
Proactive, collaborative, customer-obsessed, and strong problem-solving skills.

Join our team as we revolutionalize healthcare in the Philippines—and beyond!