Customer Support Manager - job 2 of 2
Customer Support Manager
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.
- 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.
- 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.
- 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.
Average salary estimate
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As a Customer Support Manager at our company, you'll play a pivotal role in shaping a customer-centric experience. You will develop and implement a robust support strategy that aligns with our core mission of improving patient outcomes. Your day-to-day responsibilities will involve leading a dynamic support team, where you'll be instrumental in establishing seamless workflows and efficient processes. You'll also closely monitor performance metrics to drive continuous improvement, ensuring high levels of customer satisfaction. Your talent for nurturing a customer-first culture will be key in hiring, training, and mentoring your team members. Furthermore, you’ll have the chance to explore innovative technologies, like AI-driven tools, to enhance support efficiency while preserving the human touch. Collaboration will be crucial, as you will advocate for the customer’s voice to inform product development and cross-functional efforts. With your extensive background in customer support, especially within a SaaS or healthtech environment, you will ensure our operations comply with healthcare industry standards and practices. We’re on the lookout for someone with a passion for understanding customer needs, a savvy data-driven approach, and proven leadership skills to help elevate our customer support function to new heights. Join us in our mission to not just support, but empower our customers, and be a part of a world-class team committed to innovative solutions in healthcare.
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