Global Support Team Leader

Tel Aviv · Full-time

About The Position

Aidoc is the market leader in Healthcare AI. We deliver the most widely used portfolio of AI solutions to help physicians prioritize life threatening cases and improve patient outcomes. Aidoc’s solutions are in use in over 1000 hospitals including the leading health systems in the US. Aidoc is funded by top VCs, having raised more than $250 million to date, and was chosen as one of TIME’s 50 most genius companies. 

In the next three years, Aidoc plans to expand its solutions to thousands of medical centers and radiology practices. Our vision is to bring the value of AI to every patient and every hospital while continuously increasing the value we create.

About this role

We are looking for Tier 1 Global Support Team Leader to join our delivery  team.

As a Global Supprot team lead you will Supervises, educates, motivates and coaches both new and senior employees who are responsible for the production environment of the company. You will Integrating a diverse and geographically dispersed staff into a single cohesive team; Develop, manage and track the SR department KPIs, procedures and ever evolving knowledge base while working closely with business owners

Responsibilities

  • Managing the customer support department’s day-to-day functions
  • Evaluates root cause analysis to eliminate recurring customer issues
  • Implementing customer support processes to enhance customer satisfaction, and automation tools to scale the team’s performance
  • Formulating and revising customer support policies and promoting their implementation
  • Assessing support statistics and preparing detailed reports on the findings
  • Responding to escalated customer support issues 
  • Interviewing and hiring new employees
  • Overseeing and evaluating the team's ongoing training efforts

Requirements

  • At least 4 years of proven experience in managing technical support operations teams 
  • Experience working with customer support and ticketing systems such as Zedesk
  • Strong analytical skills and problem solving approach
  • Experience managing global teams
  • Affinity for multitasking with precision
  • Top-notch oral, written, and interpersonal abilities

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