The Customer Support Manager will develop and implement a robust, scalable customer support strategy that aligns with our company’s goals. This role will oversee the support team, establish & monitor performance metrics, and drive the adoption of innovative tools & processes to optimize efficiency, improve customer satisfaction, and ensure compliance with industry best practices.
ROLE RESPONSIBILITIES
- Day-to-Day Support: Assist Technical Support Analyst in the triaging and resolution of inbound customer issues, including the internal and external issue communication and documentation.
- Team Management and Vision: Develop and execute a world-class customer support function that includes standardized support processes and best practices such as scalable workflows, ticketing systems, and escalation processes.
- Team Development and Culture: Build and foster a customer-first culture within the support team; hiring, training, and mentoring customer support team members to ensure high performance and engagement.
- Performance Management: Implement a data-driven approach to monitoring, reporting, and improving performance metrics such as First Response Time, Customer Satisfaction Score, and First Contact Resolution.
- Technology and Automation: Evaluate, select, and implement the latest support technologies, such as AI-driven chatbots, to automate and streamline processes and reduce response times while maintaining a human touch where needed.
- Customer Advocacy and Cross-Functional Collaboration: Act as the voice of the customer, ensuring customer feedback informs product development and feature prioritization, sales and customer success product solutioning, and implementation best practices.
- Knowledge Base Management: Maintain a robust knowledge base of support documentation to enable self-service options that are guided by best practices and continuously optimized.
- Compliance: Ensure all support operations comply with healthcare industry regulations.
Requirements
- Experience: 5+ years in a customer support or success management role in a SaaS or healthtech environment.
- Tools: Proficiency with HubSpot Help Desk functionality or breadth of experience using tools such as Zendesk, Freshdesk, Intercom, or similar platforms.
- People Management Skills: Proven ability to build, manage, and develop high-performing teams in fast-paced, growth-oriented environments.
- Customer Focus: Passion for understanding customer needs and delivering exceptional experiences.
- Data-Driven: Strong ability to analyze data, generate actionable insights, and implement improvements.
NICE TO HAVES
- Emerging Technology: Familiarity with existing and emerging AI/chatbot technologies.
- Healthcare Knowledge: Prior experience working with provider-facing technology, EHR integrations, and/or enterprise health systems.
- Database Querying: Basic understanding of SQL and interacting with production software databases.
Benefits
- Great Benefits – top-notch health, dental and vision insurance. Additional perks available including 401K.
- We are Mission Driven – our team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.
- True Idea Meritocracy – great ideas win out. We encourage all team members to challenge the status quo because our mission demands this.
- Flexible Time Off – we trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.
- World-Class Team – we’re at the top of our industry because of our employees. They’re the best investment we can make, and we never forget that.
- Fast Growing – we are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.
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