Customer Care Team Lead, HeliosX

German Speaking

£35-40k

Private health insurance Pension scheme Enhanced parental leave Cycle-to-work Scheme Electric Car Scheme Free products every month, as well as family discounts Home office allowance

Excel

Zendesk

Mid and Senior level

Remote in UK

Profitable HealthTech, multiple sites delivering medicine and skincare to users in US + UK

Open for applications

Profitable HealthTech, multiple sites delivering medicine and skincare to users in US + UK

201-500 employees

HealthcareB2CPersonal healthMencareD2CBeautyWellbeingeCommerceMedTechProduct

Open for applications

£35-40k

Private health insurance Pension scheme Enhanced parental leave Cycle-to-work Scheme Electric Car Scheme Free products every month, as well as family discounts Home office allowance

Excel

Zendesk

Mid and Senior level

Remote in UK

201-500 employees

HealthcareB2CPersonal healthMencareD2CBeautyWellbeingeCommerceMedTechProduct

Company mission

Creating a more confident world, where everyone can take control of their health to lead happier and healthier lives.

Job

Company

Role

Who you are

Experience of supervising a customer facing team, within a multi-channel high volume contact centre environment
Good understanding of customer service tools (e.g. Zendesk)
Experience of delivering against team targets
Caring leader with a high level of customer and employee empathy
Detailed, process and results driven
Data literate and competent in Excel, or aptitude to upskill in this area
Skilled at providing effective feedback in a motivating manner
Nice to have - experience in a Digital Health business

What the job involves

We are looking for a German Speaking Customer Care Team Lead to manage one of the two Customer Care teams which provide support to RocketRx and ZipHealth (“DigitalRx”) customers
This role will be responsible for supervising a team of Customer Care Advisors (expected 10-12), with responsibility for team adherence to efficiency, quality and SLA targets. This role will also provide support in delivering special projects with the aim of improving the service quality and efficiency or preparing for new launches
This is a full time, permanent role. The preferred candidate will be based remotely in the UK
Lead a team of CC advisors, setting the example for putting the customer first and providing best-in-class customer support
Embody the HeliosX values and celebrate success in the team. Encourage new ideas to improve the customer experience or efficiency of the team
Ensure the team has all the required information to excel in their roles. Communicate relevant updates to processes, new services and products to the team
Manage CC advisors to meet the set individual productivity, adherence and quality targets
Work with the second DigitalRx Team Lead to ensure SLA targets are met for shared brands, with support from the Ops Analyst
Complete the required team evaluations within the parameters set by the Quality & Learning Success Manager
Conduct regular 121 sessions with CC advisors, balancing empathy for both advisors and customers. Provide effective feedback to advisors, leveraging results of evaluations and target adherence
Ensure the team accurately and timely update the Complaints & Incidents log and manage/sign-off on any outcomes
Provide weekly updates on productivity & SLA performance, at an individual advisor and team level
Identify causes for failed adherence to targets (individual or team level) and implement changes based on relevant data
Provide support in delivering special projects, with the aim of improving efficiency, quality or preparing for new launches
Deliver a targeted training programme and demonstrate evidence of improvement over specific areas of concern through targeted evaluations
Deliver automation and efficiency improvement projects, without compromising the customer experience
Work with the Clinical Ops Manager on any shared customer experience projects
Prepare for a new service / product / geography launch by ensuring all internal documentation, training materials and resources are up to date, while also ensuring external customer resources ready to go e.g. website Help Centre
With support from Talent Ops, manage recruitment for any new advisors required in the team
Be part of the recruitment panel for the other CC teams
Monitor newly onboarded Customer Care Advisors’ adherence to targets
Identify opportunities within the team which are aligned with Customer Care and HeliosX OKRs

Our take

Generally speaking, the healthcare sector is slow to adopt new technologies. HeliosX bucks the trend, having been founded in 2013 to provide quicker, convenient access to medications through the use of cutting-edge tech.

HeliosX aims to improve the quality, accessibility and affordability of healthcare across the UK, US and Europe. With millions of customers worldwide, it operates across the medical, dermatology, and nutritional supplement sectors through its top-selling brands and products - Dermatica (personalised skincare brand), MedExpress (telepharmacy), Levity (prescription weight loss), ZipHealth (online medical consultations & pharmacy) and their men's health brand, RocketRx.

HeliosX has seen its global revenue rocket from £60m to £180m between 2023 and 2024. This growth is impressive for a company that's had no external funding, and it aims to accelerate its expansion in 2025 by moving into new territories.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Few candidates hear
back within 2 weeks

62% female employees

34% employee growth in 12 months

Glassdoor (4.4)

Trustpilot (4.4)

Company

Employee endorsements

Team energy

"Empathic and energetic team is what makes you feel good when you go to work Monday morning. Imagine how important it is if you work remotely! And I..."

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Company benefits

Monthly Socials
Health Insurance
Gym discount
Flexible working
£1,000 Annual Learning and Development budget
Audible Subscription
Pension Contribution
25 days holiday + UK Bank holidays
Free HeliosX Products

Company values

Build Team Excellence
Putting Customers First
Today Not Tomorrow
Thinking Differently
Act Like an Owner
Keep it Simple
Do More With Less
Communicate Candidly

Company HQ

London, UK

Articles

The Hard Truth About Online Skincare Prescription Services

Leadership

Dwayne D'Souza

(Founder & Chairman of the Board)

After graduating from the University of Cambridge and gaining experience as a Software Engineer and later in Algorithmic Trading, Dwayne founded HeliosX in 2013.

Stuart Peak

(CEO)

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