Customer Service Technology Lead

About us:

At Outliant, we're a fully remote, US-based digital product development and consulting company. 
Our diverse team combines exceptional skills to create seamless digital products, 
fostering growth, creativity, and innovative thinking.

We're helping  Willow is a telemedicine company focused on personalized, clinically proven weight loss treatments utilizing GLP-1 medications.

Their mission is to make high-quality healthcare accessible and convenient for individuals seeking transformative solutions for their health and wellness. Through virtual consultations, comprehensive care, and ongoing support, we empower our patients to achieve sustainable, long-term success.

They’re a fully remote team of healthcare professionals, technologists, and innovators dedicated to improving lives through seamless telemedicine experiences.

Outliant will be actively involved in the interview process, ensuring that the best talent is selected. The chosen candidate will be directly employed by the Willow team.

About the Role
This role will own and manage Intercom as the central platform for every customer interaction. You’ll design and implement smarter automations, develop self-serve content, and empower customer reps with tools that enhance their efficiency—allowing them to focus on empathy rather than repetitive tasks. You’ll collaborate closely with cross-functional teams to scale Intercom’s impact as a true force-multiplier for growth and customer experience.

Responsibilities

Service Operations & Workflow Design - 40%

• Map and continuously refine the entire support journey (billing, pharmacy coordination, clinical questions, shipping).

• Build SOPs, routing rules, and SLAs that balance speed with regulatory compliance (HIPAA, PCI, PIPEDA).

• Partner with Workforce Management to forecast volume and set staffing plans that hit response-time targets.

Knowledge Management & Rep Enablement - 25 %

• Own the Help Center and internal knowledge base: develop taxonomy, review cadence, and authoring standards.

• Roll out macros, checklists, and playbooks that shrink time-to-resolution and rep ramp-up.

• Run weekly coaching, QA calibrations, and “voice of customer” debriefs to keep quality and empathy high.

Insights & Continuous Improvement - 20%

 • Define the CS metrics stack (CSAT, FRT, AHT, NPS, deflection) and build dashboards in Intercom, Looker, or similar.

• Run data deep-dives, pinpoint bottlenecks, and champion cross-team projects that improve patient experience.

• Present monthly Ops reviews to execs, highlighting wins, risks, and next-quarter priorities.

Light Automation & Tooling - 15%

• Implement targeted Intercom bots, triggers, and integrations that remove repetitive clicks for reps and customers alike.

• Evaluate third-party apps (AI assist, QA, billing) and own vendor relationships and renewals.

Percentages reflect an average quarter and flex with business needs.

Requirements

• 5 + years in Customer Service Operations or Support/Experience Ops, with 2 + years administering Intercom (or Zendesk/Salesforce Service Cloud) in a regulated environment.

• Proven track record of reducing handle time, improving CSAT/NPS, and scaling processes without sacrificing quality.

• Data-literate: comfortable slicing CSVs or writing queries to validate hypotheses.

• Skilled process documenter and trainer—you can translate clinical-pharmacy complexity into crisp, step-by-step instructions.

• Familiar with HIPAA or other PHI/PII frameworks; SOC 2, GDPR, or PIPEDA knowledge is a plus.

• Bias for action: you identify the 80/20 levers, ship minimum-lovable solutions, measure, and iterate.

• Based in Latam or Canada with reliable broadband and overlap with Eastern hours.

Nice-to-haves

• Background in pharmacies, telehealth, or other regulated health-tech.

• Familiarity with AI chat assistants (e.g., Intercom Fin, GPT plug-ins) and prompt-engineering basics.

• Experience leading or mentoring a small CX Ops team.

What’s in it for you?

As a full-time member of our team, you’ll enjoy:

• Flexible hours, work wherever you choose

• Unlimited PTO

• Non-working holidays per country of residence

• Salary increases and performance-based bonuses

• Fun and casual work environment

• We are a diverse, global team! 🌍

Important Notice

To ensure the legitimacy of job opportunities, we strongly recommend that you solely rely on positions posted here on our official website: outliant.com/careers.

All our current job openings require video interviews conducted in either or both synchronous (via Google Meet) and asynchronous (via Willo) formats. Kindly refrain from accepting offers that appear suspicious. For any inquiries or concerns, feel free to reach out to us via email at recruitment@outliant.com.

Please be assured that we are fully committed to maintaining integrity in our hiring process.