Head of Customer Service & Care Operations

Role Type: Full time 

Location: Fully Remote (You can be based anywhere in the United States!)

Reports To: COO 

Are you ready to make a difference? Parallel is seeking a Customer Service & Care Operations Lead to join our team! In this role, you’ll manage our team of customer service and care operations associates to deliver an exceptional and delightful experience for our customers.  

This is a great opportunity for someone who wants to:

• Make an impact
• Help transform an antiquated industry
• Work somewhere mission-driven
• Work somewhere flexible, supportive, and collaborative
• Work somewhere with unparalleled opportunities for growth
• Join a female-led and DEI-focused organization
• Work somewhere that is team-oriented and where people are equipped to succeed
• Join a fast-growing startup, backed by top VCs, on the ground floor

• Design and implement the vision and strategy for the care experience and support organization, which includes setting goals, establishing strong performance metrics, building the team, and continuous improvement of processes  
• Drive the strategy and execution of a best-in-class end-to-end support experience for our customers that can both scale and deliver a delightful experience.
• Drive improvements in customer service and care operations processes 
• Critically examine existing processes to continuously improve speed of service delivery and improve customer satisfaction  
• Identify, design and execute upon improvements in back-end processes to improve efficiency  e.g. our task management system and internal workflows  
• Manage and develop a team of customer experience associates:
• Hire, train, develop and manage a team of customer experience associates 
• Performance management of team including individual attainment of goals for performance reviews and professional development  
• Ensure compliance with Parallel customer services processes and standards 
• Manage team schedule and ensure appropriate coverage to be able to meet our customer service standards and quality   
• Manage and own care operations budget: 
• Manage hiring forecast and projections 
• Manage budget associated with other tools and softwares used by the customer experience team 
• Partner cross-functionally with marketing, product and other clinical teams to roll out company wide changes and initiatives that affect customer service and experience   
• Own and improve upon customer experience KPIs such as customer satisfaction (NPS), customer response times, and speed of service delivery, and customer service team efficiency metrics    

What You’ll Need 

• 6+ years of experience in scaled support, customer experience, or related field 
• Previous experience managing and growing a team of at least 5+  
• Sound business judgment and proven experience in using data to drive strategy and decisions  
• Strong problem solving and analytical capabilities 
• Experience navigating and configuring customer service ticketing platforms  
• Exceptional verbal and written communication skills 
• Ability and willingness to be proactive and move quickly towards impact with little guidance and structure   
• Bonus points if you 
• Have previously scaled a customer experience and support organization at a start-up 
• Prior experience in a health care or ed tech context   
• Prior experience with Zendesk