Teladoc Community and Support Manager in Sunnyvale, California

Teladoc has an exciting position in our Sunnyvale office! We are looking for a self-starter, hard-working, passionate individual to own the communication and relationship with our fast-growing community of members and counselors. This is an all-around versatile position where you get to wear many hats in a nimble environment. Your roles will span over customer service, account management, product, training, and everything that makes our community better!

WHAT YOU WILL BE DOING:

  • You will be the contact point and liaison for both members and counselors.

  • You will use email, phone and IM to assist our users by resolving day-to-day issues, ensuring high level of service, providing outstanding support and improving their experience.

  • You will recruit, interview, credential, onboard, and train new counselors who join us.

  • You will proactively outreach and maintain productive communications with members and counselors to get feedback, improve satisfaction, and prevent churn.

  • You will assist and take part in recruiting talented team members to the company.

  • You will initiate, own, coordinate and be responsible for special projects that involve counselors or other third parties.

  • You will help our product and service get better by funneling users' feedback, issues and requests into the product's roadmap.

  • You will take part in marketing, PR, and brand awareness initiatives.

  • You will take part in the product's QA - performing regular and initiated testing to the product’s performance, features and functionality.

  • You will handle general administrative work when needed.

WHAT YOU MUST HAVE:

  • Graduate Degree in counseling, psychology or social work

  • Ability and willingness for occasional work over weekends

  • Tech-savvy, ability to grasp, operate and master complicated computer systems

  • Ambitious, hard working, execution-oriented, eager to get results and succeed

  • Analytical and very metrics driven

  • Excellent communication - oral and written

  • Ability to present and convey ideas clearly and confidently

  • Time management and organizational skills

  • Curiosity about everything