Customer Success Team Lead

Hive Health Inc.

Job Overview

Location

Pasig Office - Hybrid

Job Type

Full-time

Full Job Description

📋 Description

• Oversee customer success operations to ensure timely, accurate, and high-quality member support across all channels
• Manage and develop a team of customer success representatives through regular feedback loops, coaching sessions, and targeted workshops to meet performance, quality, and productivity targets
• Resolve escalated member concerns and coordinate directly with internal teams to address high-priority issues and ensure timely resolution
• Implement, maintain, and optimize customer success processes, standardized scripts, and knowledge base content to ensure consistency, compliance, and operational efficiency
• Analyze service data, track CSAT scores, and monitor key customer success metrics to identify trends, recurring issues, and opportunities for proactive engagement
• Collaborate closely with product, engineering, and operations teams to align customer feedback with service improvements and enhance overall user experience
• Ensure adherence to service level agreements and quality standards across 24/7 support operations
• Drive continuous improvement in customer retention and satisfaction by leveraging data-driven insights and process enhancements
• Lead team training initiatives to reinforce best practices in communication, problem-solving, and CRM usage
• Maintain accurate documentation of customer interactions, escalations, and resolution outcomes for audit and reporting purposes
• Act as the primary point of contact between customer success and other departments to ensure seamless cross-functional coordination
• Support the scaling of customer success functions in a fast-growing tech startup environment with evolving customer needs
• Foster a culture of accountability, empathy, and customer obsession within the team
• Ensure all customer success activities align with company mission to make healthcare radically more accessible

🎯 Requirements

• Bachelor’s Degree in Business Administration, Psychology, Communications, or a medical-related field
• Proven experience managing 24/7 support operations in a tech startup, BPO, or fast-growing company
• Excellent operational and analytical skills with fluency in metrics, dashboards, and process design
• Proficient in support and CRM software such as Zendesk and Crisp
• Highly proficient in both English and Filipino, written and verbal
• Proactive, collaborative, customer-obsessed mindset with strong problem-solving abilities

🏖️ Benefits

• Comprehensive healthcare coverage for employee and dependents starting on Day 1
• Paid time off from the start of employment
• Mentorship, career development, and learning opportunities to support professional growth
• Global connections and insights from top minds at Harvard, Stanford, and other leading institutions

Skills & Technologies

Senior

Hybrid

Degree Required

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Hive Health Inc.

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About Hive Health Inc.

Hive Health is a digital health company offering comprehensive HMO and telemedicine services for employers and employees in the Philippines. Its platform integrates primary care, specialist consultations, mental-health support, and outpatient benefits with electronic health records and analytics, aiming to improve access to affordable healthcare for corporate and SME clients.

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