Customer Success Team Lead

Ready to make an impact? At Hive Health, we’re on a mission to make healthcare radically more accessible for all—and we need passionate, driven individuals to help us make it happen. If you thrive in a fast-paced, innovative environment and want to work on solutions that truly matter, we’d love to meet you!

As the Customer Success Team Lead, your areas of responsibilities include:

• Oversee CS operations to ensure timely, accurate, and high-quality member support

• Manage and develop CS representatives through effective feedback loops, coaching sessions, and workshops to achieve performance, quality, and productivity targets

• Resolve escalated member concerns and coordinate with internal teams on high priority issues

• Implement and maintain CS processes, scripts, and knowledge base content for consistency and compliance

• Analyze service data, track CSAT and key CS metrics, and identify trends, recurring issues and proactive engagement opportunities

• Support and coordinate closely with other functions to deliver an extraordinary user experience

Qualifications:

• Bachelor’s Degree preferably in a Business Administration, Psychology, communications, or medical related course

• With prior experience in managing 24/7 support operations in a tech startup, BPO, or fast-growing company

• Excellent operational and analytical skills; fluent in metrics, dashboards, and process design

• Proficient in support and CRM softwares (e.g. Zendesk, Crisp)

• Highly proficient in English and Filipino, written and verbal

• Proactive, collaborative, customer-obsessed, and strong problem-solving skills.

Join our team as we revolutionalize healthcare in the Philippines—and beyond!

✨ Day 1 benefits for full-time employees – because we practice what we preach! Enjoy comprehensive healthcare coverage for you and your dependent, and paid time off from the start.
🚀 Grow with us – mentorship, career development, and learning opportunities to help you thrive.
🌍 Global connections – gain insights and support from top minds at Harvard, Stanford, and beyond.