About SafelyYou
SafelyYou’s passionate mission is to empower safer, more person-centered care across senior living through world-leading AI, industry-changing hardware, and remote expert clinicians, significantly improving outcomes for residents while increasing peace of mind for families and reducing costs for communities.Originating in 2015 as the doctoral research of CEO George Netscher—and inspired by his own family's experience with Alzheimer's disease—SafelyYou was spun out of UC Berkeley’s Artificial Intelligence Research Lab, one of the top five AI research groups in the world. And today, our company is solving critical challenges in senior living, from resident falls and ER visits to staffing concerns, length of stay, and NOI. All helping ensure that communities can focus on improved care for residents while still reaching their financial goals.
SafelyYou is one of five most innovative fall technologies referenced in the Senate Falls Report (2019), a winner of the McKnight’s Tech Partner of the Year, and has been named to Fortune’s Impact 20 list, which recognizes companies making people’s lives better through innovation.
Your Role at SafelyYou
The Client Service Lead is responsible for leading the Client Services Team to deliver exceptional service, ensuring the team meets established KPIs and SLAs, and driving client satisfaction. In this role, you will oversee daily client interactions, efficiently resolve complex issues, and collaborate with internal teams to meet client needs. In addition, you will be responsible for working cross functionally to identify, lead and complete projects that improve customer health, retention and help scale operations for the future. Key responsibilities include:
- Oversee the day-to-day Client Service Team, an off-shore team at a partner BPO company, ensuring timely and accurate resolution of client inquiries and issues.
- Responsibilities include triaging, issue management, owning client escalations, and supporting customer communication.
- Monitor team performance and adherence to SLAs.
- Develop KPIs to drive continuous improvement.
- Identify areas for improvement in service delivery processes and work with internal teams to implement changes and best practices.
- Analyze client feedback and service data, providing regular reports and making recommendations to enhance operational efficiency.
- Lead efforts to standardize processes and workflows.
- Manage and oversee an offshore team, ensuring performance expectations.
The Ideal Candidate
- Bachelor’s degree or equivalent experience in a relevant field
- 4+ years of customer-facing experience ideally in healthcare or technology customer support role
- Strong customer service orientation with excellent communication skills
- Proficient in G-Suite; familiarity with Salesforce, JIRA, or similar tools is a plus
- Passionate about SafelyYou's mission and technology
- Proactive in anticipating and addressing issues
- Comfortable working in a fast-paced, dynamic environment
- Detail-oriented with strong organizational skills and the ability to manage multiple tasks simultaneously
- Technical proficiency, with a solid understanding of software applications and the ability to quickly learn new tools and platforms.
- Ability to collaborate effectively with cross-functional teams, ensuring seamless communication and service delivery.
Why Join Us? You Can Make a Difference!
SafelyYou offers a competitive compensation package, including but not limited to:
- A mission-driven company culture
- Fully remote
- Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, and Vision
- 401k Program
- Monthly Education, Well-being & WFH stipends
- Unlimited PTO
- Growth Potential
- Company Retreats
- Medical & Family/Parental Leave
At SafelyYou, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, competitive, and resilient company. We are committed to creating a diverse and inclusive workforce that celebrates diversity. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.
We value all the perspectives our team members bring to the table, and that is why we don’t look for culture fit, but culture add. We want to hear from YOU! We encourage you to apply even if you do not fit 100% of the technical requirements.
What We Do
Alzheimer's disease is the 6th most common and single most expensive disease in the US. Our company SafelyYou spun out of the UC Berkeley AI Research Lab and develops artificial intelligence for managed Alzheimer's care to reduce the frequency and impact of falls, the leading cause of hospitalization in Alzheimer's care. We have peer-reviewed results showing up to 80% fewer falls with an average of 40% fewer falls and 70% fewer ER visits from falls for communities currently using the system. We've raised capital from top VC firms and government funding agencies including Foundation Capital, Data Collective, the National Institutes of Health, and the National Science Foundation. We're always looking for great people eager to make a far-reaching positive impact (http://www.safely-you.com/careers).
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