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Ada

Health. Powered by Ada.

Dec, 27

Fully Remote

Customer Care

Europe

About

Ada

Resources to find a job

Customer Experience Manager

ABOUT US

At Ada, we envision a world where everyone has access to the healthcare they need. In one of the biggest challenges facing the world, we pioneered a new form of artificial intelligence, combining medical knowledge with intelligent technology to empower millions of people to better understand their health. We’re proud to support medical doctors and work with leading health systems and global non-profit organizations. We’re a diversely skilled team representing 50 nationalities, and we’re growing rapidly to achieve our global ambitions for the future of health. This is just the beginning.


ABOUT THE ROLE

Our Customer Experience Team is on a mission to delight the tens of thousands people who rely on Ada every day. We focus on delivering excellent customer care and being there for people when they need us most.
As Ada’s Customer Experience Manager, you will work closely with marketing, product, and engineering to operationalize and continuously iimprove the product support strategy, advocate for users, and identify opportunities to make our products and support experiences even better.


WHAT YOU WILL DO :

Manage and maintain a pulse on all customer feedback and categorize it for analysis
Escalate safety- and/or quality-related cases to the Medical Safety Team
Respond promptly and professionally to all user inquiries via Intercom or similar tools, including managing internal stakeholders for proper resolution of technical challenges
Report and share meaningful feedback (reviews/requests/complaints/issues) with product and marketing teams to improve the user experience
Work within and contribute to quality management systems (QMS), standard operating procedures (SOPs), and brand guidelines
Develop and document recommendations to support product enhancements and improve service
Identify trends and insights, including root cause analysis, that can impact team goals, including user experience, business growth, and operational efficiency
Maintain a high standard of excellence for process and communication
WHAT YOU WILL BRING :

Two years’ of experience with customer support, ideally from a regulated industry such as health or finance
Ability to communicate clearly and effectively with users, internal cross-functional stakeholders, and senior leaders
Attention to detail with a thorough and analytical mind
Excellent English language skills, written and verbal, including already spotting two errors in this job description. Professional German language skills will be an asset.
Interpersonal skills and the ability to build good working relationships
Highly motivated and driven to make an impact

WHAT'S AWAITING YOU AT ADA :

Join our global health mission to improve health of billions of people around the world
Work in an international environment (55+ nationalities) and with real doctors
Work with cross-functional & diverse teams of smart, purpose-driven peers
Work wherever you feel most comfortable – home, office, or a bit of both
Receive financial support to help set up your home office space
Enjoy your country specific vacation days to unplug, rest and recharge
Maintain a healthy work-life balance with our flexible working hours and locations
Keep fit with discounted Urban Sports Club or Class Pass memberships
Meditate your stress away with free Headspace subscription
Learn German with our virtual German classes
Meet and collaborate with colleagues via community days, virtual coffee chats, company parties, team celebrations