Customer Service Specialist

Description

CUSTOMER EXPERIENCE ANALYST About Plenna and the Role Plenna is a fast-growing Mexican healthtech company (5 → 30+ clinics in 3 years). We are seeking a Customer Experience professional with exceptional empathy, structured thinking, and a problem-solving mindset—someone passionate about building extraordinary experiences for our patients. This position will be critical in ensuring a warm, efficient, and human-centered experience across the entire patient journey, working closely with medical teams, operations, and customer support. Patient Experience with Real Impact * Every interaction directly affects our patients’ experience and trust. **We seek individuals with high empathy, ownership, and the ability to independently resolve complex cases.** Daily use of digital tools, metrics, and AI will be integral to optimizing processes and experience. Key Responsibilities Case Resolution and Patient Support **Resolve complex cases and follow through to closure.** Handle sensitive situations with patients empathetically and professionally. **Coordinate solutions with medical and operational teams.** Identify risks and prevent problem recurrence. Retention and Patient Experience **Identify patients at risk of churn.** Implement retention actions and follow-up. **Continuously improve patient experience.** Detect process friction points and propose improvements. Analysis and Continuous Improvement **Analyze satisfaction metrics such as NPS, CSAT, and CES.** Generate actionable insights to enhance experience and operations. **Document processes and best practices.** Participate in automation and internal workflow optimization. Cross-Functional Coordination **Serve as the bridge between patients and internal teams.** Collaborate with clinics, operations, and medical departments. **Facilitate effective communication across departments.** Support the team in case organization and tracking. Requirements: Mandatory **+2 years in Customer Experience, Customer Support, Operations, or related fields.** Experience resolving complex cases and managing patients/customers. **Clear communication and excellent interpersonal skills.** Strong organizational and detailed tracking abilities. **Proficiency with digital tools and experience metrics.** High empathy and strong problem-solving capability. Desirable **Experience in healthtech, clinics, or the healthcare sector.** Experience working with NPS/CSAT metrics. **CRM or customer support tool experience.** Interest in automation, process optimization, and continuous improvement. **Experience in startups or high-velocity environments.** Competencies **What We Offer** Behavioral Competencies **Genuine empathy and outstanding interpersonal skills.** Ownership and autonomy. **Structured thinking and problem-solving ability.** Capacity to work under pressure. **Adaptability and rapid learning ability.** Attention to detail and follow-through. What We Offer **Direct impact on the experience of thousands of patients.** Close collaboration with medical and operational teams. **A dynamic, human-centered, purpose-driven environment.** Growth opportunities within a rapidly expanding healthtech. **A collaborative culture focused on continuous improvement.** Schedule: Monday to Friday, 9:00 am – 7:00 pm Weekends (Saturday or Sunday), 9:00 am – 3:00 pm — Remote Weekend Work Salary: $15,000.00 – $20,000.00 per month Benefits: * Employee discount Work Location: On-site employment