Manager, Customer Support

Responsibilities include:

Team Management:


* Maintain support team schedule for 24/7 coverage.


* Recruit, train, and mentor customer support representatives.

Preparation and delivery of mid-year and year-end staff performance evaluations.


* Set performance goals and monitor team performance and KPIs, including monitoring support team case backlog, aging case prioritization and SLA related performance.


* Develop and implement customer support policies and procedures.


* Foster a positive and collaborative team environment.

Technical Support:


* Provide hands-on guidance to staff and customers, diagnosing and resolving complex issues.


* Perform the software Release Management process.


* Troubleshoot and resolve software/hardware related problems.


* Maintain a deep understanding of our products and services.


* Document technical solutions and create knowledge base articles.

Customer Satisfaction:


* Conduct annual NPS Survey.


* Monitoring KPIs and dashboards to meet metrics related to response times, resolution rates, customer satisfaction, and more.


* Resolve escalated customer issues and partner with Account Management for client communication.


* Manage all customer support communications, including planned and urgent announcements.


* Ensure timely and effective resolution of customer inquiries and complaints.


* Monitor customer feedback and implement strategies to improve customer satisfaction.


* Develop and maintain strong customer relationships.

Operational Excellence:


* Monitor and analyze support metrics and identify areas for improvement.


* Implement and optimize support processes to enhance efficiency.


* Manage support ticketing systems and ensure accurate data entry.


* Be available periodically for after business hour support.

Qualifications:


* Bachelor’s degree in a related field (e.g., Information Technology, Business Administration).


* 5+ years’ experience in a customer support management role.


* Hands-on experience with CRM and case/ticket tracking software.


* Ability to work after business hours, periodically.


* Ability to travel.

Periodic travel may be required for business.


* Strong technical troubleshooting skills.


* Excellent communication and interpersonal skills.


* Ability to work effectively in a fast-paced environment.


* Strong problem-solving and analytical skills.


* Experience with customer support software and ticketing systems.


* Advanced Microsoft Office skills (Excel, Word, Teams, Outlook), with proven ability in Excel-based data analysis.

What will Help you Stand Out:


* Experience in the healthcare industry and/or familiarity with a healthcare software.


* Experience with Salesforce, AWS, Pendo, MailChimp and Omni-Channel.


* Technical Writing Experience (e.g., knowledge base articles, End User Documentation)


* Successful track record ...