• Lead, mentor, and develop a global team of ~60 customer service / patient support representatives, team leads, and managers. • Build a strong culture of accountability, empathy, and performance. • Own workforce management, scheduling, and staffing strategies to ensure efficient coverage across time zones. • Implement training, upskilling, and QA programs that elevate team performance and consistency. • Serve as the Intercom platform owner, responsible for admin configuration, rules, workflows, bots, routing, tagging, macros, and reporting. • Identify opportunities to automate, streamline, and improve efficiency using Intercom and adjacent tools. • Partner with Product/Engineering to integrate Intercom with internal systems and ensure data accuracy, reliability, and visibility. • Build dashboards and reporting structures that provide real-time insights into team performance and customer health. • Develop and own the overall customer service strategy, ensuring service excellence at scale. • Define and refine KPIs, SLAs, staffing models, escalation frameworks, and service standards. • Establish and maintain SOPs, playbooks, and QA standards across all support channels (chat, email, phone—customizable). • Ensure compliance with healthcare, privacy, and regulatory requirements (HIPAA, PHIPA, etc., if relevant).