Operations Supervisor- Contact Center- E-Commerce (Remote)

San Francisco Bay Area

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Truepill's API-connected healthcare infrastructure empowers our partners to deliver world-class patient experiences. Click to find out how.

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At Truepill, we are transforming consumer healthcare. Through our digital health platform, we empower our partners to deliver world-class healthcare experiences. With over 10 million prescriptions shipped and a valuation of $1.6 billion, we are proud to work with many of the world’s largest healthcare organizations. We never settle for how it’s done today. We invent how it will be done tomorrow.
None of this is possible without the right team driving us forward. We are committed to creating an environment focused on racial and gender equality, inclusion, empowerment and respect. We believe that when our teams feel supported and inspired, they turn that creativity into innovation. The type of innovation that benefits all of our people, our partners, and consumers.
We encourage our team members to expand their horizons and bring their passion and curiosity to work, every day. Come join us. Let’s build something great together.

What You'll Be Doing:

  • Most of your day will be spent overseeing the performance of our call center for e-commerce websites, calls, email support and case management teams dedicated to customer and patient support
  • You will lead a team of Customer Service Agents that are supporting phone and email service
  • Establish requirements for reporting, and work cross functionally to implement and deliver those reports
  • Work collaboratively with leaders and team members to set training and quality assurance plans to drive growth and NPS
  • Help to forecast staffing needs based on expected and observed program performance
  • Manage performance expectations with our front-end patient support staff
  • Create training material and train staff on processes
  • Conduct interviews to hire internal staff 
  • Partner with internal teams on programs the department supports
  • Become an expert with our support software systems, including Zendesk, Talkdesk, Playvox and other CRM’s and internal systems
  • Find creative ways to reduce friction and make our customer experience more seamless
  • Perform other duties as assigned.

What You'll Need:

  • 2+ years experience managing Customer Support related projects spanning across multiple departments with an understanding of call center support processes and procedures
  • Experience with healthcare related customer support and or e-commerce support
  • Ability to manage teams with industry leading performance and NPS
  • Eager to learn every day, natural problem solver
  • Experience with CRM systems, customer support software
  • Strong interest in technology with an ability to understand data
  • Love building scalable processes
  • Strong organizational planning and time management skills
  • Excellent communication, negotiation, and presentation skills
  • Preferred: Experience with e-commerce
  • Preferred: Experience with startups
Truepill is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Job perks/benefits: Health care
Job region(s): North America
Job stats:  1  0  0
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