As a Customer Success Specialist at Staffy, you will be responsible for ensuring seamless operations and exceptional service delivery to our clients and independent contractors. You will play a vital role in addressing contractor issues, managing shifts, and ensuring compliance with regulatory requirements. Your proactive, time-sensitive, approach will contribute to optimizing client satisfaction and operational efficiency within the healthcare and hospitality industries.
What You'll Be Responsible For:
- Respond to client and contractor issues promptly and effectively via SMS, email, and phone when neccessary, to ensure timely resolution and client satisfaction.
- Coordinate electronic SMS blasts and communications to contractors and clients for timely updates and notifications.
- Act as an App and System subject matter expert, consulting with SOPs (Standard Operating Procedures) to troubleshoot and solve system issues for clients and contractors.
- Monitor open and pending issues through Freshdesk, communicating with internal teams to facilitate swift resolutions.
- Review and assess contractor app applications to ensure suitability for client needs and regulatory requirements.
- Monitor and address unapproved profiles to streamline onboarding processes and ensure compliance.
- Review and verify qualifications such as RN/RPN & PSW certifications to ensure compliance with regulatory standards.
- Review the sub-skills of contractors to match with client requirements and optimize service delivery.
- Post client shifts accurately and promptly, ensuring alignment with client requirements and expectations.
- Facilitate ID badge fulfillment for contractors, maintaining security protocols and compliance standards.
Experience:
- 2+ years of experience in customer success, client support, or a related role.
- Previous experience working in a start-up or scale-up SaaS company is ideal.
- Previous experience working in a healthcare environment is ideal.
- Previous management experience is a bonus.
Work Requirements:
- This role has high growth potential, and is ideal for someone with flexible availability for shifts typically (5-6 hrs) including nights, weekends, holidays during the operational hours of 530am-1130pm, 7 days a week.
- Applicants must have access to their own smartphone, laptop / computer and reliable wifi.
In your application, please include your general availability, along with hourly wage salary expectations.
