Senior Customer Service Team Lead (Medtech)

TL;DR

Senior Customer Service Team Lead (Medtech): Overseeing daily operations and team performance for a D2C telemedicine platform with an accent on quality control, staff training, and patient escalation management. Focus on optimizing service coverage, troubleshooting administrative systems, and ensuring seamless communication across support channels.

Location: Must be based in Argentina and available to work in the EST timezone.

Company

hirify.global is a developer of large-scale, fast-growing D2C telemedicine brands focused on building the next generation of virtual healthcare experiences.

What you will do

• Onboard and train new customer service representatives while identifying ongoing development needs.
• Monitor daily platform activity to ensure efficient service coverage and assign staff based on workload.
• Oversee staff schedules, including clock-in/out times, breaks, and shift changes.
• Handle patient escalations and resolve complex issues regarding discounts, credits, or refunds.
• Collaborate with technical teams to troubleshoot system bugs and improve operational efficiency.
• Maintain seamless communication and proper tagging across Slack channels.

Requirements

• Proven leadership experience in a customer service environment, preferably in healthcare.
• Strong English communication skills with a customer-centric mindset.
• Availability to work in the EST timezone.
• Ability to manage multiple priorities and remain calm under pressure.
• Proficiency with customer service platforms, CRM tools, and Slack.

Nice to have

• Familiarity with Intercom or similar support tools.
• Experience working in the medical field.

Culture & Benefits

• Flexible working hours.
• Fully remote work environment.
• Casual and fun team culture.
• Opportunity to work with a diverse, global team.