Consumer Support Lead

Job Description

Rally Health is all about putting health in the hands of the individual. It’s our mission, and it drives everything we do, which is to empower people with easy-to-use online and mobile tools that help them take charge of their health and health care, from improving their diet and fitness to selecting health benefits, and choosing the right doctor at the right price for their needs.

Our culture is built on a deep and genuine commitment to helping people live healthier lives. To do this, we are committed to innovating at every level. As our president and COO David Ko says, “We are a company that continuously innovates. It cannot end. It has to be in everything we do, which means that some of the things we’re going to do are not going to work – and that’s okay. We’re not trying to build something that is churn and burn. We’re building something that follows consumers over their lifetime.

Rally Health’s Consumer Support Lead will be responsible for a range of duties, including overseeing a team of representatives. As a Lead, you will have a direct impact on agent progression, floor morale and culture, and bringing in new talent to our growing team. Other areas of impact include, but are not limited to: gathering member feedback and supplying it to our product teams, internal escalation point for agents dealing with system or tool issues, and developing your own style as a mentor & coach for your team.

Responsibilities:

• Lead by example! Oversee and be willing to participate in daily representative tasks. Including, but not limited to: responding to customer contacts, following up on user issues, using our in-house and 3rd party systems to assist in providing A+ customer service.
• Initiate and participate in culture, engagement, and recognition activities.
• Responsible for providing feedback and coaching on a regular cadence in the areas of:
  • Productivity
  • Quality
  • Attendance
  • Progression
  • Schedule adherence
  • Culture
• Provide disciplinary feedback along with all follow-up documentation.
• Be crossed trained in Quality Assurance & Knowledge Management along with Tier 2 responsibilities.
• Conduct interviews for Tier 1 and all skill set positions.
• First contact for internal troubleshooting steps for agent computers, phones, Salesforce, and other tools.
• Helping to build a seamless feedback loop within the organization. Users provide incredibly valuable information to us with each interaction, and you’ll be a VITAL part of getting that information back into the organization so we can make the proper changes!

Qualifications:

• Confidentiality. As a Lead, you will be exposed to confidential information and it is your responsibility to protect that information at all times.
• Strong leadership abilities - meaning the critical thinking skills to assess a situation and identify potential risks, the confidence to take action, a willingness to make mistakes and learn from them, and the humility to acknowledge and share those experiences with others to help them do the same.
• A+ Customer Service Skills. We accept nothing short of awesome!
• Ability to work in and manage others in a fast-paced, ever-changing environment.
• Super organized and detail-oriented.
• A spitting image of our culture and company mission. We’re all about making healthy life choices, bettering the lives of others, and creating an unmatched user experience. We want you to be passionate about those things, too!
• Impeccable communication skills, both verbal and written. Particularly in important is the ability to communicate clearly, concisely, and tactfully.
• Possessing strong diplomacy skills to help others find compromise, communicate complex ideas by translating into digestible tidbits, and deliver information that you may not personally agree with but has been aligned on by the broader leadership team.
• Self-motivated, passionate, and humble.
• A strong sense of urgency and solid multitasking skills.
• Flexibility...well, when it comes to your availability to work that is. We need you to have some flexibility on shifts so you can be there for your team. We bid on our shifts periodically and schedules change based on demand, so please stay flexible.
• Previous leadership or management experience in a comparable role, job sector, and/or environment. Alternatively, degree or other education in business studies.

Why join Rally? On top of an innovative work atmosphere and a chance to help people change their lives, we offer competitive pay, daily catered lunches, and an extensive benefits package for all full-time employees (including medical, dental, vision and 401(k)). In addition, offer the ability to grow, while truly making an impact in the healthcare system.

Rally Health is committed to ensuring that its workforce reflects America’s diverse population. Rally Health knows that such diversity will enrich us with the talent, energy, perspective and inspiration it needs to achieve its mission. Rally Health believes in a policy of equal employment and opportunity for all people based on merit and commitment to the principles of diversity. It is our policy to recruit, hire, train, and promote individuals in all job titles, and administer all programs, without regard to race, color, religion, national origin or ancestry, citizenship, sex, age, marital status, pregnancy, childbirth or related medical conditions, personal appearance, sexual orientation, gender identity or expression, family responsibilities, genetic information, disability, matriculation, political affiliation, veteran status, union affiliation, or any other category protected by applicable federal, state or local laws.

Individuals with disabilities and veterans are encouraged to apply. Applicants who require an accommodation related to the application and/or review process should notify Talent Acquisition ([email protected]).