Customer Experience Team Lead at Care Access Research

Care Access Research is a unique multi-specialty network of research sites functioning as one cohesive team of physician investigators, nurse coordinators, and operations managers. Our aim is to involve every healthcare professional in clinical research and make clinical trials an option for every patient. We are dedicated to accelerating the approval and delivery of critical and life-saving therapies.

We are looking for a competent Customer Experience Team Lead who will play a crucial role in ensuring the smooth operation of both the call center and recruitment teams. You will be responsible for overseeing the daily activities of these teams, managing escalations, and ensuring seamless collaboration to deliver exceptional participant experiences. This position provides remote work options with less than 10% travel requirements.

Key Responsibilities

• Supervise both recruitment and call center teams, addressing any issues or challenges that arise during daily operations.
• Efficiently resolve escalated calls or situations according to company policies.
• Offer guidance, support, and mentorship to team members.
• Collaborate closely with management providing insights into team challenges and successes to facilitate continuous improvement in operations.
• Support the ongoing training and development of team members.
• Prepare regular reports on team performance for senior management.
• Monitor key performance metrics, identify areas for improvement, and implement strategies.

Skills & Qualifications

• Proven leadership skills with strong ability to lead a collaborative team.
• Excellent problem-solving abilities.
• Exceptional verbal and written communication skills.
• Deep commitment to customer service orientation.
• Proficiency in using call center software, CRM systems, reporting tools etc.
• Strong organizational skills with effective delegation capabilities.

Education & Experience

Minimum requirement includes a high school diploma or GED; however preference will be given to candidates holding Bachelor’s degree. A minimum experience of 3–5 years in a supervisory or team lead role within a call center or recruitment environment is essential; experience in healthcare or clinical research is desirable.

We offer a competitive benefits package to our full-time employees which includes paid time off, medical, dental and vision insurance fully covered by the company, short-term and long-term disability coverage, life insurance, an inclusive culture that promotes growth and equality, and a 401k retirement plan.

Care Access Research values diversity and inclusivity. We believe in equal opportunity employment for all regardless of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information or any other characteristic protected by law.

Please note: Care Access is unable to sponsor work visas at this time.