United States onlyAs a Clinical Support Lead, your mission is to empower the Clinical CX Team to provide the best-in-class support that Riverside Insights customers depend on to effectively serve their clients. To do so, you will be responsible for meeting and exceeding SLA KPIs, effectively coaching agents to meet and exceed goals, implementing innovative solutions to deliver WOW to customers, exemplifying our Stronger Together core value alongside colleagues, and collaborating with internal stakeholders to ensure the voice of the customer is represented.
In this role you will get to:
- Promote a best-in-class customer experience.
- Ensuring tickets are resolved within SLAs
- Improving customer NPS rating on tickets and gracefully recover all escalations
- Promote agent training
- Regularly complete QAs and coach agents on performance
- Cultivate a department culture of highly engaged team members.
- Pursue initiatives to support career pathing efforts, such as helping to define new roles or promoting shadowing/mentorship opportunities.
- Lead monthly Appreciation at Work initiatives on an ongoing basis
- Host weekly/biweekly 1:1s and weekly small group huddles with team members
- Innovate and iterate on what defines a “best-in-class" customer experience.
- Engage and effectively collaborate with cross-functional stakeholders on a regular cadence
- Establish internal service level agreements (SLAs) with stakeholders from other teams to decrease ticket resolve time.
- Proactively incorporate customer feedback into CX processes by developing a method to accurately track and analyze customer inquiries through highly detailed ticket tagging and adapt as needed.
- Identify and activate on initiatives based on internal and external feedback to improve CX.
Disclaimer
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.
Requirements
- High School Diploma
- 1+ years experience in a customer facing role
- Management experience preferred
- Embody a growth mindset for self and for agents
- Ability to effectively train others on products and processes
- Possess a keen sense of seeing where improvements can and should be made
- Comfortable navigating basic technical systems to extract/interpret insights
- Experience using data to drive decision-making and recommendations
- Ability to independently set benchmarks and reach target outcomes while problem-solving
- Strong written, verbal, and non-verbal communication skills and high emotional intelligence
- Effective communicator who can explain complicated and nuanced topics to others who have little context or background on the subject
- Ability to think outside of the box and willingness to adapt
Physical Requirements for this position
- Remote
- Up to 10% travel for off-site team meetings
- May require stationary positions (sitting or standing) for extended periods.
Benefits
- Medical, Dental, and Vision plans
- Company paid basic life and AD&D insurance
- Company paid short-term and long-term disability
- Supplemental life insurance options
- Company paid Employee Assistance Program (EAP)
- Retirement plan with discretionary company matching
- Flexible Spending Account (FSA) and Health Savings Account (HSA) options
- Premium subscription to Calm for employee and dependents
- Company paid time off (PTO)
- 13 named holidays, 2 floating holidays, and 4 early-release half days
- Flexible work arrangements
- Work-from-home expense reimbursement
- Tuition Reimbursement Program
- Company orientation and 30/60/90 Day Onboarding
Who is Riverside Insights? Riverside Insights is a growth-focused business on a mission to elevate one billion lives globally by 2030 through research-based assessments and technology for educational professionals, students, clinical and behavioral health clients, and workforce talent.
Why Join Our Team?
At Riverside Insights, achieving real results for students and educators is more than talk – it's what we do. As we grow, so will you, offering the chance to expand your skills on an ambitious, solution-focused team. Join us in making great work possible, where your well-being and dedication to making an impact go hand in hand. If you're ready for an ambitious, collaborative environment, Riverside is the place for you.
Riverside Insights is an Equal-opportunity Employer:
Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Our Commitment to Diversity & Inclusion:
At Riverside Insights, every employee has the right to a welcoming and inclusive workplace where their diverse backgrounds, experiences, and perspectives are valued and celebrated.
Thank you for considering joining our growing team and our mission to help elevate potential globally! Please check out www.riversideinsights.com to learn more about our work.
