Customer Experience Manager (Puerto Rico - San Juan to Rincón Area)

Join the Movement at QueenRx - Be the Voice of Customer Experience

QueenRx (www.joinqueenrx.com) is revolutionizing health care, starting with weight loss care, by providing medications through a seamless direct-to-consumer ecommerce model. Patients complete an intake, submit photos, complete a virtual doctor’s visit, and if eligible, have medication mailed to them. We’re growing fast and getting ready to scale, and you could be at the heart of it!

As our Customer Experience Manager, you’ll be the first dedicated manager for our growing support operations. This is a ground-floor opportunity to help design and lead a customer-centric, digital-first experience that makes our clients feel supported, empowered, and informed.

• Answer customer tickets
  
• Serve as the day-to-day owner of the customer journey
  
• Build processes, support documentation, macros, and helpdesk systems
  
• Oversee and coach a small but growing global team of part-time reps
  
• Liaise between upper management, development, and customer support to resolve issues quickly
  
• Monitor metrics and improve response times, satisfaction, and retention
  
• Assist with hiring and training future reps
  
• NOTE: While QueenRX is remote-first, this role is specifically in Puerto Rico and has some in-person elements: Onboarding will be in-person with our founder and a weekly in-person 1on1 is requisite.
  

• Based in Puerto Rico, preferably between the San Juan and Rincà³n areas
  
• Energetic, proactive, and driven. Ready to get your hands dirty?
  
• You are hungry to build something of your own (we�re looking for hustle and learning mindset)
  
• Experienced in the CX world with knowledge of best practices and great ideas on how you�d build your own team -- even if this will be your first leadership role!
  
• Comfortable with remote tools, ticketing systems, and fast-moving environments (our primary tech stack includes the typical: Intercom, Slack, gDocs, and Retool)
  
• Passionate about trends in technology and how they may be implemented for use in business
  
• Excellent written and verbal communication in English (Spanish a plus!)
  
• Experience in health, wellness, startup, and/or remote operations are big bonuses
  

• Be part of a life-changing healthcare movement
  
• Work closely with leadership and make real impact daily
  
• Build something new. Your input is going to shape our future
  
• Flexible work with a fast-growing company in an expanding industry
  

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Work Location: In person