![Are AI Chatbots Replacing Search Engines? AI vs Google [New Research]](https://www.orbitmedia.com/wp-content/uploads/2025/05/How-often-are-we-using-AI-chatbots_.webp)
Customer Service Technology Lead
A company is looking for a Customer Service Technology Lead. Key Responsibilities Map and refine the entire support journey including billing, pharmacy coordination, and clinical questions Build SOPs, routing rules, and SLAs that ensure compliance while balancing speed Own the Help Center and internal knowledge base, developing taxonomy and authoring standards Required Qualifications 5+ years in Customer Service Operations or Support/Experience Ops, with 2+ years administering Intercom (or similar) in a regulated environment Proven ability to reduce handle time and improve CSAT/NPS while scaling processes Data-literate with experience in analyzing data and validating hypotheses Skilled in process documentation and training, translating complex information into clear instructions Familiarity with HIPAA and other regulatory frameworks; knowledge of SOC 2, GDPR, or PIPEDA is a plus
A company is looking for a Customer Service Technology Lead.
Key Responsibilities
Map and refine the entire support journey including billing, pharmacy coordination, and clinical questions
Build SOPs, routing rules, and SLAs that ensure compliance while balancing speed
Own the Help Center and internal knowledge base, developing taxonomy and authoring standards
Required Qualifications
5+ years in Customer Service Operations or Support/Experience Ops, with 2+ years administering Intercom (or similar) in a regulated environment
Proven ability to reduce handle time and improve CSAT/NPS while scaling processes
Data-literate with experience in analyzing data and validating hypotheses
Skilled in process documentation and training, translating complex information into clear instructions
Familiarity with HIPAA and other regulatory frameworks; knowledge of SOC 2, GDPR, or PIPEDA is a plus
