customer lead

ILHSAC Support

<p>Job Opportunity: Customer Care Lead</p><p><b>Location:</b> Doha, Qatar<br/><b>Company:</b> ILHSAC Support</p><p>About Us</p><p>ILHSAC Support is a service-focused organization based in Doha, dedicated to providing exceptional customer care solutions across industries. We pride ourselves on delivering reliable, empathetic, and efficient support that strengthens client relationships and enhances customer satisfaction. As we grow, we are seeking a dynamic <b>Customer Care Lead</b> to oversee our support operations and drive service excellence.</p><p>Role Overview</p><p>The <b>Customer Care Lead</b> will be responsible for managing the customer care team, ensuring high-quality service delivery, and implementing strategies to improve customer satisfaction. This role requires leadership, communication skills, and a customer-first mindset.</p><p>Key Responsibilities</p><ul><li>Supervise and mentor the customer care team to deliver outstanding support.</li><li>Oversee daily operations of customer service channels (phone, email, chat, social media).</li><li>Handle escalated customer issues and ensure timely resolution.</li><li>Develop and implement customer care policies, procedures, and performance metrics.</li><li>Collaborate with other departments to improve service processes and customer experience.</li><li>Monitor customer feedback and provide actionable insights to management.</li><li>Train staff on communication, empathy, and problem-solving techniques.</li><li>Prepare reports on customer care performance and recommend improvements.</li></ul><p>Qualifications</p><ul><li>Bachelor&rsquo;s degree in Business Administration, Communications, or related field.</li><li>4&ndash;7 years of experience in customer service, with at least 2 years in a supervisory role.</li><li>Strong knowledge of customer care practices, CRM systems, and support tools.</li><li>Excellent leadership, communication, and interpersonal skills.</li><li>Ability to manage multiple priorities in a fast-paced environment.</li><li>Customer-focused mindset with a commitment to service excellence.</li><li>Fluency in English; Arabic is a plus.</li></ul><p>Why Join Us?</p><ul><li>Lead customer care operations for a growing support organization in Doha.</li><li>Play a key role in enhancing ILHSAC Support&rsquo;s customer experience.</li><li>Competitive salary and benefits package.</li><li>Opportunities for professional development and career advancement.</li><li>Supportive, collaborative, and service-driven work culture.</li></ul><p>Pay: Up to QAR19,500.00 per month</p><p>Work Location: In person</p>

Customer Care Lead

Parsons

<div>In a world of possibilities, pursue one with endless opportunities. Imagine Next!<br>
<p></p>
At Parsons, you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of valuing people, embracing agility, and fostering growth, we cultivate an innovative culture that empowers you to achieve your full potential. Unleash your talent and redefine what&rsquo;s possible.<p></p><p><b><br>
Job Description:</b></p><p>
Parsons is looking for an amazingly talented <b>Customer Service Lead</b> to join our team! The Customer Service Lead will be ensuring organization&rsquo;s customers receives positive experience and feel valued. The position is responsible for conducting customer mapping, designing customer journeys and strategies to effectively manage queries, provide relevant resolutions and deliver high level of customer satisfaction. The person will also be responsible for training and supervising customer service representatives.</p><p></p><p><b>
What You'll Be Doing:</b></p><ul><li><p>
Deploy and manage a full time Customer Services (CS) Contract Performance Area support team comprising of managerial and administrative personnel to deliver the Scope of Services</p></li><li><p>
Support and participate in the development of Customer Services Plan (CSP) and identify areas for improvement and assist Management in implementing the changes.</p></li><li><p>
Support Management in the development of a Customer Charter which will define the relationship with its customers and stakeholders.</p></li><li><p>
Review the operations of the Customer Services Center (CSC) and support Management in the implementation of improvements.</p></li><li><p>
Review and implement the QPRO, RO and the related permitting requirement including manuals for the Business</p></li><li><p>
Review the current processes of Customer Engagement and consolidate, analyze and provide feedback and improvement recommendations.</p></li><li><p>
Support Management in developing institutional and operational responses to customer feedback and changes in customer sentiment needs and usage of the networks.</p></li><li><p>
Implement a comprehensive knowledge transfer process which will be in effect throughout the contract duration to guarantee the structured learning and development personnel.</p></li><li><p>
Assess the transfer of knowledge through appraisals and implement succession planning processes to ensure that staff retains core knowledge, skills and expertise.</p></li><li><p>
Review essential supply chains to ensure they are functioning optimally in support of assets and networks.</p></li><li><p>
Contribute to the development of strategies to support Qatarisation initiatives and Organisational development activities.</p></li></ul><p></p><p><b>
What Required Skills You'll Bring:</b></p><ul><li><p>
BSc, BEng, BA is a minimum requirement (Educational qualifications should be obtained from creditable and certified University or equivalent Colleges)</p></li><li><p>
Required relevant Chartered status and Professional License(s)</p></li><li><p>
Qualified professional who has reached the Senior Management level; capable of providing planning, leadership, direction, and technical expertise to manage complex tasks and multi-discipline projects.</p></li><li><p>
Minimum 25 years of experience in a relevant area, with at least 12 years in a leading role.</p></li><li><p>
Both regional and international experience is required. Minimum of 8 years of experience shall be gained working in North America, W. Europe, Australia or equivalent</p></li><li><p>
Ability to exceptionally communicate verbally and in writing in English is required. Knowledge of Arabic is an asset.</p></li></ul><p></p><p>
<b>What Desired Skills You'll Bring:</b></p><ul><li><p>
Excellent knowledge of Microsoft Office Packages and other tools for daily business needs.</p></li><li><p>
Has worked in the development and implementation of QMS.</p></li></ul><p></p>
Parsons equally employs representation at all job levels no matter the race, color, religion, sex (including pregnancy), national origin, age, disability or genetic information.<p></p><p>
We truly invest and care about our employee&rsquo;s wellbeing and provide endless growth opportunities as the sky is the limit, so aim for the stars! Imagine next and join the Parsons quest&mdash;APPLY TODAY!</p><p></p><div>
Parsons is aware of fraudulent recruitment practices. To learn more about recruitment fraud and how to report it, please refer to https://www.parsons.com/fraudulent-recruitment/.</div></div>
<br><div><div><div>COMPETITIVE BENEFIT OFFERINGS</div></div><div><div><div><br>
Financial Wellness</div><div><br>
We care about your financial wellbeing. Parsons offers competitive pay and retirement plans to help you build wealth for the future while giving you the flexibility to diversify your investments.</div></div><div><div>
Work Life Harmony</div><div><br>
Balance in life is important and time away from the office is imperative to allow you to refresh and focus your attention on the things that matter to you. Parsons supports your time away by providing paid time off and paid flexible holidays.</div></div><div><div>
Career Development</div><div><br>
We are committed to fostering the personal and professional growth of our employees. Develop and advance yourself though our comprehensive training, educational and mentorship programs.</div></div><div><div><br>
Veteran Support</div><div><br>
We provide Industry leading benefits to support veterans and active-duty members to provide security for you and your family by offering robust leave and benefits; including paid active-duty military leave and paid time off when transitioning back to civilian life.</div></div><div><div>
Mind &amp; Body</div><div><br>
At Parsons we inspire healthier habits, heathier minds, and a healthier you through our wellness program. Participate in our weekly Meditation Mondays and Wellness Wednesdays. Wellness, at Parsons, is more than just your annual checkup.</div></div><div><div>
Health</div><div><br>
Health is not a one size fits all. At Parsons, we offer a robust Employee Assistance Program as well as comprehensive medical, dental and vision plans through large, national carriers with the choice of regional PPO, HDHP, or HMO networks.</div></div></div></div><p></p>

Customer Service Lead

Noon - Education for Everyone

<div>
 <strong>
  About Noon
  <br/>
  <br/>
 </strong>
 <strong>
  <em>
   Radically Changing the Way People Learn!
   <br/>
   <br/>
  </em>
 </strong>
 <strong>
  Noon Academy
 </strong>
 is the leading edtech platform in the Middle East, with over 12 million students and teachers using our app to learn, teach, and collaborate. We have recently raised $41 million in Series B funding to expand our reach and impact in the region and beyond. We are on a mission to transform the physical classroom experience by introducing our highly engaging social, group-based learning and AI to make learning fun and improve learning efficacy. Our ultimate goal is to provide access to the best teachers to every student even if that teacher is only available virtually. We believe we can do this if we blend AI, peer-to-peer learning, and a carefully designed physical space.
 <br/>
 <br/>
 Hear it directly from our CEO and co-founder:
 <strong>
  here
  <br/>
  <br/>
 </strong>
 Student Success Lead
 <br/>
 <br/>
 <strong>
  Role purpose
  <br/>
  <br/>
 </strong>
 Design and operate the system that keeps students on track &mdash; at scale. This isn't a role about knowing each student individually. It's about building the frameworks, segments, and action triggers that ensure the right intervention reaches the right student at the right moment &mdash; systematically, not case by case.
 <br/>
 <br/>
 You think like an analyst and act like an operator. You build the segmentation logic, define what each segment needs, test whether the actions work, and improve the system over time.
 <br/>
 <br/>
 <strong>
  What You'll Do
  <br/>
  <br/>
 </strong>
 <em>
  Build and maintain the student segmentation system
  <br/>
  <br/>
 </em>
 <ul>
  <li>
   Define the behavioural and performance dimensions that matter for classifying students &mdash; think recency of engagement, frequency of practice, and mastery signals.
  </li>
  <li>
   Translate these dimensions into a working, maintainable tagging system: every student has a clear segment, and that segment updates as their behaviour changes.
   <br/>
   <br/>
  </li>
 </ul>
 <em>
  Define action playbooks per segment
  <br/>
  <br/>
 </em>
 <ul>
  <li>
   For each segment, define the intended action: what happens, who owns it, through what channel, and at what cadence.
  </li>
  <li>
   These aren't ad-hoc responses to individual cases &mdash; they're standing playbooks that run whenever the criteria are met.
  </li>
  <li>
   Work with Communication &amp; Reporting to ensure the right message reaches students and parents at trigger points. Work with Student Journey to ensure high-risk segments are surfacing upstream journey problems, not just downstream symptoms.
   <br/>
   <br/>
  </li>
 </ul>
 <em>
  Measure whether it's working
  <br/>
  <br/>
 </em>
 <ul>
  <li>
   Track segment movement over time: are at-risk students converting to on-track? Is the high-potential segment growing?
  </li>
  <li>
   Run structured tests on interventions &mdash; vary the action, the timing, or the channel, and measure which combination moves the metric.
  </li>
  <li>
   Bring findings back into the playbooks. The system should get smarter each semester.
   <br/>
   <br/>
  </li>
 </ul>
 <em>
  Own the on-track view
  <br/>
  <br/>
 </em>
 <ul>
  <li>
   Maintain the operational view of student health across programs &mdash; who's in which segment, how it's changed week over week, and what the team should prioritise.
  </li>
  <li>
   Flag when segment patterns suggest a systemic problem (e.g., a whole cohort going cold) vs. a distribution of individual issues.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <em>
   You'll thrive here if you
   <br/>
   <br/>
  </em>
 </strong>
 <ul>
  <li>
   Think in systems and segments, not individual cases. When you see a 60% completion rate, your first instinct is to cut it by behaviour cluster &mdash; not to pick up the phone and call a student.
  </li>
  <li>
   Are comfortable building classification logic &mdash; defining the criteria, testing whether they work, and refining them when they don't.
  </li>
  <li>
   Can move between data and action without losing the thread. You're not just an analyst who writes reports &mdash; you close the loop into a concrete playbook.
  </li>
  <li>
   Are structured in how you communicate findings. Teams downstream (comms, school leads, supervisors) need to know what to do, not just what the data says.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  What We're Looking For
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   2 years of experience in growth, lifecycle/CRM, operations, or data-driven customer success &mdash; any role where you segmented a user population and designed differentiated actions per segment.
  </li>
  <li>
   Comfort working with data: building or reading cohort analyses, defining tagging criteria, tracking segment migration over time.
  </li>
  <li>
   Experience running A/B tests or structured experiments on interventions &mdash; not just reporting on outcomes.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About The Benefits
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Health: Full Medical coverage including Family Dependants.
  </li>
  <li>
   Time Off: 21 days annual leave.
  </li>
  <li>
   Team &amp; Connection: Regular social activities with a smart, low-ego, multi-cultural team.
   <br/>
   <br/>
  </li>
 </ul>
 Why work at Noon?
 <br/>
 <br/>
 <ul>
  <li>
   Impact: Work on the world&rsquo;s first social learning platform that impacts millions of students globally.
  </li>
  <li>
   Values: Join a team that lives by STUDENT FIRST, BE ORIGINAL, OWN IT, and BE BETTER EVERYDAY.
  </li>
  <li>
   Innovation: An environment that offers the freedom to commit "first-time mistakes" in the pursuit of learning and bold solutions&mdash;NEVER DEPRIVE A LEARNER.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About Diversity &amp; Inclusion
  <br/>
  <br/>
 </strong>
 At Noon, we respect and value differences. Whatever your race, religion, sexual orientation, or gender, this is a place to feel at home, express yourself freely, and make your mark. Noon is proud to be an equal opportunity employer.
 <br/>
 <br/>
 Noon Academy is the leading edtech platform in the Middle East, with over 14 million students and teachers using our app to learn, teach, and collaborate. We have recently raised $41 million in Series B funding to expand our reach and impact in the region and beyond. We are on a mission to transform the physical classroom experience by introducing our highly engaging social, group-based learning and AI to make learning fun and improve learning efficacy. Our ultimate goal is to provide access to the best teachers to every student even if that teacher is only available virtually. We believe we can do this if we blend AI, peer-to-peer learning, and a carefully designed physical space.
</div>


Customer Success Lead

Noon Academy

<div><h3 class="jobSectionHeader"><b>About Noon</b></h3><p><b><i>
Radically Changing the Way People Learn!</i></b></p><p><b>
Noon Academy</b> is the leading edtech platform in the Middle East, with over 12 million students and teachers using our app to learn, teach, and collaborate. We have recently raised $41 million in Series B funding to expand our reach and impact in the region and beyond. We are on a mission to transform the physical classroom experience by introducing our highly engaging social, group-based learning and AI to make learning fun and improve learning efficacy. Our ultimate goal is to provide access to the best teachers to every student even if that teacher is only available virtually. We believe we can do this if we blend AI, peer-to-peer learning, and a carefully designed physical space.</p><div><p>
Hear it directly from our CEO and co-founder: <b>here</b></p></div><p></p><h2 class="jobSectionHeader"><b>
Student Success Lead</b></h2><p><b>
Role purpose</b></p><p>
Design and operate the system that keeps students on track &mdash; at scale. This isn't a role about knowing each student individually. It's about building the frameworks, segments, and action triggers that ensure the right intervention reaches the right student at the right moment &mdash; systematically, not case by case.</p><p>
You think like an analyst and act like an operator. You build the segmentation logic, define what each segment needs, test whether the actions work, and improve the system over time.</p><p><b>
What you'll do</b></p><p><i>
Build and maintain the student segmentation system</i></p><ul><li><p>
Define the behavioural and performance dimensions that matter for classifying students &mdash; think recency of engagement, frequency of practice, and mastery signals.</p></li><li><p>
Translate these dimensions into a working, maintainable tagging system: every student has a clear segment, and that segment updates as their behaviour changes.</p></li></ul><p><i>
Define action playbooks per segment</i></p><ul><li><p>
For each segment, define the intended action: what happens, who owns it, through what channel, and at what cadence.</p></li><li><p>
These aren't ad-hoc responses to individual cases &mdash; they're standing playbooks that run whenever the criteria are met.</p></li><li><p>
Work with Communication &amp; Reporting to ensure the right message reaches students and parents at trigger points. Work with Student Journey to ensure high-risk segments are surfacing upstream journey problems, not just downstream symptoms.</p></li></ul><p><i>
Measure whether it's working</i></p><ul><li><p>
Track segment movement over time: are at-risk students converting to on-track? Is the high-potential segment growing?</p></li><li><p>
Run structured tests on interventions &mdash; vary the action, the timing, or the channel, and measure which combination moves the metric.</p></li><li><p>
Bring findings back into the playbooks. The system should get smarter each semester.</p></li></ul><p><i>
Own the on-track view</i></p><ul><li><p>
Maintain the operational view of student health across programs &mdash; who's in which segment, how it's changed week over week, and what the team should prioritise.</p></li><li><p>
Flag when segment patterns suggest a systemic problem (e.g., a whole cohort going cold) vs. a distribution of individual issues.</p></li></ul><p><b><i>
You'll thrive here if you</i></b></p><ul><li><p>
Think in systems and segments, not individual cases. When you see a 60% completion rate, your first instinct is to cut it by behaviour cluster &mdash; not to pick up the phone and call a student.</p></li><li><p>
Are comfortable building classification logic &mdash; defining the criteria, testing whether they work, and refining them when they don't.</p></li><li><p>
Can move between data and action without losing the thread. You're not just an analyst who writes reports &mdash; you close the loop into a concrete playbook.</p></li><li><p>
Are structured in how you communicate findings. Teams downstream (comms, school leads, supervisors) need to know what to do, not just what the data says.</p></li></ul><p><b><i>
What we're looking for</i></b></p><ul><li><p>
2 years of experience in <b>growth, lifecycle/CRM, operations, or data-driven customer success</b> &mdash; any role where you segmented a user population and designed differentiated actions per segment.</p></li><li><p>
Comfort working with <b>data</b>: building or reading cohort analyses, defining tagging criteria, tracking segment migration over time.</p></li><li><p>
Experience running A/B tests or structured experiments on interventions &mdash; not just reporting on outcomes.</p></li></ul><h3 class="jobSectionHeader"><b>
About the Benefits</b></h3><ul><li><p><b>
Health:</b> Full Medical coverage including Family Dependants.</p></li><li><p><b>
Time Off:</b> 21 days annual leave.</p></li><li><p><b>
Team &amp; Connection:</b> Regular social activities with a smart, low-ego, multi-cultural team.</p></li></ul><h3 class="jobSectionHeader"><b>
Why work at Noon?</b></h3><ul><li><p><b>
Impact:</b> Work on the world&rsquo;s first social learning platform that impacts millions of students globally.</p></li><li><p><b>
Values:</b> Join a team that lives by <b>STUDENT FIRST</b>, <b>BE ORIGINAL</b>, <b>OWN IT</b>, and <b>BE BETTER EVERYDAY</b>.</p></li><li><p><b>
Innovation:</b> An environment that offers the freedom to commit &quot;first-time mistakes&quot; in the pursuit of learning and bold solutions&mdash;<b>NEVER DEPRIVE A LEARNER</b>.</p></li></ul><h3 class="jobSectionHeader"><b>
About Diversity &amp; Inclusion</b></h3><p>
At Noon, we respect and value differences. Whatever your race, religion, sexual orientation, or gender, this is a place to feel at home, express yourself freely, and make your mark. Noon is proud to be an equal opportunity employer.</p></div>

AGFA

<div><div>For the region Middle East Agfa HealthCare is currently looking for a <b>IT Customer Support Lead</b>.</div><br>
<div></div>
<div>
Our focus is 100% on providing best-of-suite Enterprise Imaging solutions (PACS/ RIS) that enable secure, effective and sustainable imaging data management, to improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help our customers to achieve their clinical, operational and business strategies.</div><br>
<div></div>
<div>
A Customer Support Lead executes on-site and remote customer facing support, across the full Agfa provided IT Enterprise Imaging solutions (PACS/ RIS/VNA) .It is essential to have a solid technical and application knowledge, whilst building a strong relationship with customers. Site ownership and management of problematic incidents are key to ensure full SLA compliance.</div><br>
<div></div>
<div><b>
Job Duties &amp; Accountabilities:</b></div><br>
<div></div>
<ul>
<li>Develop and maintain customer service relationships</li>
<li>Executing regular customer site visits, managing active cases, providing feedback on recent high priority incidents, raising any systems concerns on site.</li>
<li>Ownership of site cases, troubleshooting issues through to resolution.</li>
<li>Liaise with other Agfa Support Teams and third-party suppliers in maintaining services and resolving customer issues.</li>
<li>Attend all relevant meetings with a customer to review, capacity reports and end of life solutions and environments.</li>
<li>Capacity to take control of Service situations, including initiating escalation procedures and following through to customer satisfaction on allocated sites</li>
<li>Provide root cause analysis and improvement recommendations for priority 1 and 2 Incidents.</li>
<li>Drive additional service requests working closely with customers to deliver optimal service.</li></ul><br>
<div></div>
<div>
Profile description:</div>
<div><b>
Technical:</b></div>
<ul>
<li>Tertiary qualifications in Engineering, Computer Science and/or IT (or) at least 3-4 years of relevant work experience.</li></ul><br>
<div></div>
<div><b>
Experience:</b></div><br>
<div></div>
<div><b>
General</b></div>
<ul>
<li>Minimum 3-4 years of experience providing technical support to clients with complex, multiple-platform software environment (within healthcare).</li>
<li>Strong knowledge of operating systems including Linux and Windows</li>
<li>Knowledge of VMware and networking.</li>
<li>Understanding of security patching across operating system and application levels.</li>
<li>Knowledge of DICOM, HL7 and hospital workflows (preferred).</li>
<li>Experience with databases (SQL/Oracle) (preferred).</li>
<li>Experience with storage solutions (preferred).</li>
<li>Experience of working within an ITIL disciplined environment.</li></ul><br>
<div></div>
<div><b>
Specific Skills:</b></div><br>
<div></div>
<ul>
<li>Strong interpersonal skills and customer service focus.</li>
<li>Excellent communication skills (verbal and written).</li>
<li>Positive attitude, proactive, self-starter, both action and results oriented.</li>
<li>Well-developed analytical, diagnostic and problem resolution skills.</li>
<li>A strong team player, maintaining a high level of quality in a challenging environment.</li>
<li>Continuous learning orientation; keeping aware of new and emerging technologies.</li></ul><br>
<div></div>
<div><b>
Location: Saudi Arabia, Egypt or Dubai
</b><br>
<br>
We offer:</div>
<div>
We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!</div></div><p></p>

IT Customer Support Lead

<div><h3 class="jobSectionHeader"><b>About Noon</b></h3><p><b><i>
Radically Changing the Way People Learn!</i></b></p><p><b>
Noon Academy</b> is the leading edtech platform in the Middle East, with over 12 million students and teachers using our app to learn, teach, and collaborate. We have recently raised $41 million in Series B funding to expand our reach and impact in the region and beyond. We are on a mission to transform the physical classroom experience by introducing our highly engaging social, group-based learning and AI to make learning fun and improve learning efficacy. Our ultimate goal is to provide access to the best teachers to every student even if that teacher is only available virtually. We believe we can do this if we blend AI, peer-to-peer learning, and a carefully designed physical space.</p><div><p>
Hear it directly from our CEO and co-founder: <b>this</b><br>
<br>
<b>Learn more about us:</b><b> here</b></p></div><p><b>
Now: We&rsquo;re laser-focused on reinventing schools in Saudi Arabia. We&rsquo;re accelerating rapidly, well-funded, and profitable.</b><br>
<br>
<b>Office: Full-time, Riyadh-based. We&rsquo;ve got a sweet office near the Boulevard, and we&rsquo;d love to have you in it.</b></p><p></p><p><b>
Role purpose</b></p><p>
Parents are one of the most powerful levers in a student's success &mdash; but only when they know what to do and when. Over-involved parents create anxiety. Disengaged parents create drift. The gap between the two is a design problem, and this role owns it.</p><p>
We're looking for someone to build our parent journey from scratch: map every phase of the parent experience, define what parents need to know, feel, and do at each moment, and work across teams to make sure those moments are delivered consistently. This isn't an execution role &mdash; it's a design and cross-functional ownership role. You define the framework; you work with others to bring it to life.</p><p><b>
What you'll do</b></p><p><i>
Build the parent journey map</i></p><ul><li><p>
Map the full parent experience across different student profiles and phases of the academic year.</p></li><li><p>
For each phase, answer three questions: what does a parent need to know, what do they need to feel, and what do they need to do?</p></li><li><p>
Turn this into a shared, living artifact &mdash; not a one-time document, but something the team actively uses and updates.</p></li></ul><p><i>
Design the &quot;step in / step back&quot; framework</i></p><ul><li><p>
Define the signals that tell a parent when to act, what acting looks like concretely, and when to hold back.</p></li><li><p>
Make the right action obvious and frictionless at every phase &mdash; so parents don't have to guess, and neither does the team supporting them.</p></li></ul><p><i>
Own parent-facing moments &mdash; by designing them, not just running them</i></p><ul><li><p>
Define the purpose of each parent touchpoint: events, communications, milestone moments. What should a parent walk away knowing, feeling, and planning to do?</p></li><li><p>
Collaborate with the relevant owners to deliver these moments, and close the loop afterward &mdash; what landed, what didn't, and what that tells you about the journey.</p></li></ul><p><i>
Keep the journey current through parent feedback</i></p><ul><li><p>
Synthesize surveys, support inputs, and event feedback into specific, prioritized journey problems.</p></li><li><p>
Use this signal to update the map and surface where the experience is breaking down.</p></li></ul><p><b>
What we're looking for</b></p><ul><li><p>
3 years of experience in journey design, product management, or a program-facing role.</p></li><li><p>
Clear, structured thinking. You can take a year-long, multi-touchpoint relationship and reduce it to something coherent and actionable.</p></li><li><p>
Cross-functional ownership: you've shipped things through other teams, not just your own, and you know how to stay accountable for outcomes without controlling every step.</p></li><li><p>
Strong Arabic communication skills, written and spoken.</p></li><li><p>
Comfort with qualitative synthesis &mdash; turning surveys, interviews, and tickets into clear insight and specific recommendations.</p></li></ul><p><b>
You'll thrive here if you</b></p><ul><li><p>
Simplify complexity rather than add to it. Your instinct when facing a messy situation is to find the structure inside it.</p></li><li><p>
Communicate directly &mdash; with the teams you collaborate with and the audiences you design for.</p></li></ul></div>

Customer Experience Lead

Greenwich Health & Wellness

<p><b>Job Summary</b></p><p>The Certified Pharmacy Technician &ndash; Customer Service Lead is responsible for leading day-to-day customer service operations within a high-volume compounding pharmacy environment. This role ensures all provider and patient inquiries are handled accurately, efficiently, and in full compliance with HIPAA and Texas State Board of Pharmacy (TSBP) regulations.</p><p>This is a <b>working lead role</b>, meaning you will actively handle calls and tickets while coaching team members, managing workflow, and ensuring service excellence across every interaction.</p><p><b>Why This Role Matters</b></p><p>In a compounding pharmacy, customer service is not a traditional call center function. Every interaction directly impacts:</p><ul><li>Patient therapy timelines</li><li>Provider relationships</li><li>Regulatory compliance</li></ul><p>Accuracy, urgency, and professionalism are critical to success.</p><p><b>Key ResponsibilitiesCustomer Service Operations</b></p><ul><li>Lead all shift-level customer service activities including inbound calls, tickets, and inquiries</li><li>Serve as a working lead by handling provider and patient interactions alongside the team</li><li>Monitor ticket queues (FreshDesk or similar) to ensure SLA compliance</li><li>Manage priority and urgent requests with appropriate escalation</li><li>Ensure accurate and complete documentation for all interactions</li></ul><p><b>Provider &amp; Patient Support</b></p><ul><li>Respond to provider inquiries regarding prescription status, order tracking, and product availability</li><li>Assist patients with prescription updates, refill eligibility, and order status</li><li>Ensure all communications are accurate, professional, and compliant</li><li>Route and track complaints through resolution</li></ul><p><b>HIPAA &amp; Compliance</b></p><ul><li>Enforce strict HIPAA compliance and patient verification procedures</li><li>Ensure all team members follow proper privacy and documentation standards</li><li>Escalate any potential compliance or privacy concerns immediately</li></ul><p><b>Team Leadership &amp; Coaching</b></p><ul><li>Provide real-time coaching and feedback to customer service team members</li><li>Monitor performance, accuracy, and communication quality</li><li>Support onboarding and training of new hires</li><li>Reinforce accountability and service standards</li></ul><p><b>Queue &amp; Workflow Management</b></p><ul><li>Manage ticket distribution and workload balancing</li><li>Monitor response and resolution times</li><li>Identify trends, bottlenecks, and process gaps</li><li>Partner with internal teams (Pharmacy, Operations, Data Entry) to resolve issues</li></ul><p><b>Escalation Management</b></p><ul><li>Handle complex provider and patient escalations</li><li>Escalate systemic or unresolved issues to leadership with full documentation</li><li>Ensure timely follow-up and resolution</li></ul><p><b>QualificationsRequired</b></p><ul><li>Active <b>Certified Pharmacy Technician (CPhT)</b> certification</li><li>Active Texas Pharmacy Technician registration (TSBP)</li><li>2&ndash;3+ years of pharmacy, healthcare customer service, or patient support experience</li><li>Strong knowledge of HIPAA compliance and patient privacy practices</li><li>Experience with ticketing systems (FreshDesk or similar)</li><li>Proven ability to lead, coach, and manage a team in a fast-paced environment</li><li>Excellent communication and problem-solving skills</li></ul><p><b>Preferred</b></p><ul><li>Experience in a <b>compounding pharmacy (503A/503B)</b> environment</li><li>Familiarity with pharmacy systems and prescription workflows</li><li>Experience managing high-volume customer service queues</li><li>Background in process improvement or SOP development</li></ul><p><b>Key Competencies</b></p><ul><li>Strong attention to detail and accuracy</li><li>Ability to manage high-volume workload with professionalism</li><li>Leadership presence and coaching ability</li><li>Sound judgment in escalation and decision-making</li><li>Ability to identify patterns and operational issues</li><li>Patient-first and provider-focused mindset</li></ul><p><b>Work Environment</b></p><ul><li>Onsite role (not remote)</li><li>Fast-paced, high-volume customer service environment</li><li>Extended sitting, computer, and phone use required</li><li>May require flexible scheduling, including extended hours or weekends</li></ul><p><b>Equal Opportunity Employer</b></p><p>Greenwich Rx is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and do not discriminate based on any protected status.</p><p>Pay: $20.00 - $27.19 per hour</p><p>Benefits:</p><ul><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Work Location: In person</p>

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