glassdoor sales-marketing participant support and escalation manager

Participant Support and Escalation Manager


Evidation Health is a new kind of health and measurement company that provides the technology and guidance to understand how everyday behavior and health interact. The volumes of behavior data generated from wearables and smartphones has opened up new ways to analyze individuals' behavior and health in real time. With a virtual pool of 3 million research participants, Evidation Health undertakes research for innovative biopharma and healthcare companies to transform how diseases are identified, treated, and monitored.

Evidation's Participant Support and Escalation Manager will partner with the management at a third party call center to lead the virtual support of participants in clinical studies conducted in new, technology-enabled ways. You will own day-to-day operations at the call center ensuring that participants are getting the highest quality of support through email and phone contact channels. You will partner closely with internal teams, such as product management and product operations, to identify and resolve issues and work cross-functionally to keep internal and external stakeholders informed.

This role is based in San Mateo, CA, with some travel (<25>

RESPONSIBILITIES

  • Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, and handling escalated calls or emails
  • Leading team meetings, monitoring support activities to better understand the call topics and trends representatives are receiving
  • Continuously helping to educate and coach supervisors on processes, best practices and expectations
  • Working with third party to ensure representatives are achieving targeted service levels and providing performance coaching recommendations, as necessary
  • Reviewing reporting dashboards and analyzing call center data to analyze trends and recommend improvement to processes (both internal and external) and ensure resources are properly allocated to maximize efficiency and customer satisfaction
  • Monitoring communication channels to identify product issues and escalating to product team as needed
  • Creating and maintaining help center content, canned responses, and agent talk tracks
  • Authorizing discretionary replacements or refunds
  • Helping to develop and recommend call center configuration changes; developing and executing user acceptance test plans; planning and controlling implementations of support ticketing tools.
  • Monitoring call center budget against plan and escalates or initiates corrective actions
  • Creating and maintaining training documentation for new hires and ongoing training
  • Becoming a subject matter expert in support tools used to manage the call center
  • Supporting the hiring, onboarding, training, and oversight of call center representatives at a third party call center as they provide support for study participants

QUALIFICATIONS



Minimum Qualifications:
  • Ability to multitask and remain calm under pressure, especially during peak hours or escalated situations
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
  • Knowledge of management principles and familiarity with company products, services, and policies
  • Strong coaching and leadership skills, ability to motivate employees
  • Decisiveness and attention to detail
  • Proficiency with necessary technology, including computers, software applications, phone systems, etc.
  • Strong organization and presentation skills
  • Exhibit a high aptitude for critical thinking
Preferred Qualifications:
  • Bachelor's degree
  • Experience with clinical trials

BENEFITS

  • Health, dental, and vision benefits for you and competitive coverage for your family
  • Equity
  • Flexible work hours
  • Open vacation policy - take time when you need it
  • Support for remote work when needed
  • Relaxed work environment
  • Your choice of computing equipment and gear
  • Lots of opportunities for growth
  • Opportunity to work on fascinating challenges that improve people's lives
EVIDATION HEALTH VALUES DIVERSITY AND IS COMMITTED TO EQUAL OPPORTUNITY FOR ALL PERSONS WITHOUT REGARD TO RACE, COLOR, CREED, RELIGION, MARITAL STATUS, AGE, NATIONAL ORIGIN OR ANCESTRY, POLITICAL ACTIVITY OR AFFILIATION, PHYSICAL OR MENTAL DISABILITY, MEDICAL CONDITION INCLUDING GENETIC CHARACTERISTICS, MARITAL STATUS, SEXUAL ORIENTATION, GENDER IDENTITY, SEX OR GENDER.
special offer

Tired of browsing?

Get our smart newsletter. Fill your skills and let us send you only highly relevant offers, weekly.

Takes 1 minute to set up including this 25s video
Email example
x