Join Wellist: Make a Tangible Difference in People’s Lives
At Wellist, we believe that everyone deserves personalized, compassionate support during life’s most challenging moments. We are looking for a dedicated, results-oriented leader to join our mission of making life easier for patients, employees, and their families. In this role, you’ll oversee Wellist’s Support Center, connecting users with essential resources—from dog walkers for those recovering from surgery to financial aid for employees who need some extra support.
Why This Role Matters
As a key member of the Wellist team, you’ll play a vital role in ensuring we deliver exceptional service to every user, enhancing their wellbeing and strengthening our client partnerships. You’ll lead a dedicated team of Support Specialists in Boston and Patient Ambassadors in Connecticut, collaborating to provide personalized support tailored to individual needs.
Context:
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Patient Ambassadors engage with users one-on-one in hospital settings, identifying the most beneficial resources for them.
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Support Specialists curate comprehensive, personalized resource lists and manage inbound and outbound calls from 9am-8pm EST, ensuring that every user receives the support they require.
What You Will Do
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Work Planning: Manage employee schedules and assign daily workloads to ensure all client commitments are met with excellence.
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Daily Performance Review and Coaching: Review individual and team metrics each morning to ensure performance aligns with client requirements (e.g., answer rates, enrollments). Provide real-time coaching during team stand-ups and one-on-ones to drive improvement.
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Quality Assurance and Employee Development: Shadow calls and in-person Ambassador interactions to ensure high-quality service. Review outgoing communications for accuracy and alignment with Wellist’s values. Identify areas for improvement and establish individualized development plans as necessary.
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Resolve User Escalations with Empathy: Act as the escalation point for complex user issues, delivering effective and compassionate solutions that ensure high satisfaction.
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Hands-On Coverage: As part of our small, agile team, provide daily backup coverage in our call center. Be prepared to directly cover call center or Ambassador shifts as needed.
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Onboarding New Hires: Oversee the hiring, onboarding, and training of new support team members, as we anticipate doubling the team in the coming year.
What We’re Looking For
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Proven Experience: At least 5 years in a call center or customer support management role, ideally within a lean, dynamic environment. Experience managing both in-person and remote teams is preferred.
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User-Centric, Growth Mindset: A strong commitment to enhancing user experience and ownership of all Support Center deliverables.
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Problem Solver: Proactive in addressing escalations and finding effective solutions, with a strong sense of ownership over responsibilities.
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Leadership Skills: Strong capabilities in managing and motivating teams to achieve success.
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Patience and Empathy: Exceptional interpersonal skills to navigate difficult situations with compassion.
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Confidentiality and Discretion: Commitment to integrity and adherence to SOC II, HIPAA, and Wellist guidelines in managing patient and employee information.
Location: Full-time, on-site in the Back Bay neighborhood of Boston, MA, with up to 8 weeks of travel to client sites throughout Connecticut.
If you are energized by meaningful work and driven to provide exceptional support to individuals in need, we invite you to apply and join Wellist in our mission to make life easier for those we serve
