Manager, Customer Support

Overview

Manager, Customer Support

Position Overview:

The Customer Support Manager will be entrusted with the leadership of a team comprising Tier I and Tier II Customer Support Specialists. The primaryobjectiveof this role is to ensure efficient and effective support forWellframe’sdigital health management solutions.

In thiscapacity, the manager will be instrumental in fostering superior customer support byestablishingand implementing policies, procedures, and goals. The ideal candidate will have a proventrack recordin a customer support role,demonstratingexceptional leadership and interpersonal skills.They will have excellent communication skills andtheability toinspireteammembers.

As a manager, the roleinvolves supervising and mentoring the Customer Support Specialists. This includes imparting best practices, providing constructive feedback, and setting clear, measurable goals.

The responsibilities of the Customer Support Manager will be dynamic, adapting to the evolving needs of customers and users.These responsibilities include training and monitoring processes to derive actionable insights addressing emerging user and customer needs.

This role is a part of the Customer Operations team and reports directly to the Director of Customer Support. The position offers an opportunity to make a significant impact on the customer experience and contribute to the success of thedigital health management solutions for our Wellframe business unit.

Your impact:

Manage daily workflows within the customer support team

Create and track customer support goals

Manage a team of Tier I and Tier II Customer Support Specialists

Hire and onboard new Customer SupportSpecialists

Respond to escalated customer inquiries and issues

Provide upskillingandlearning opportunities for team members

Build lasting relationships and develop a “trusted advisor” reputation with managed users and customer staff

Create and update Customer Specific documentation as it relates to workflows, support processes, and customer contact information

Create reports, analyze,monitorand share trendsregardingcustomer team performance and process efficiency to help drive improvements

Serve as the expert in our product and service offerings, for external and internal users

Collaborate with key customer stakeholders including but not limited to:Customer Success, Product, and Engineering

Represent the voice of customers and users to provide feedback to internal teams helping to improve overall experience

Work on projects concurrently as well as cross functional initiatives to improve service delivery

What you bring:

Bachelor’s Degree or5 years relevant professional experience in Customer Success / Support Operations

Exceptional interpersonal communication skills (incl. verbal and written) for a range of audiences; strong phone skills (diction, active listening, professional phone voice)

High degree of technicalproficiencywith online tools and systems; familiarity with Google Suite and CRM systems, Zendesk is a plus!

Strong time management skills, decision making skills, and organizational skills with excellent attention-to-detail

Data driven; independently creating and manipulating data sets,demonstratesability toidentifystrategy and actionable recommendations

Who you are:

Empathetic and relationship-oriented, intuitively understanding patients’ and clients’ needs

Strong problem-solving skills and the ability to think critically while working in a fast-paced environment

“No task is too small” attitude, with a passion for service excellence, receptivity to learning opportunities, and ability toidentifyareas for improvement

Ability to work independently as well as part of a team

Ability to work on tight timelines

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the US

Type of Employment: Full-time, permanent

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work across multiple time zones in a hybrid or remote work environment.

Long periods of time sitting and/or standing in front of a computer using video technology.

May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required . HealthEdge reserves the right to modify , add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

#LI-Remote

Job Locations US-Remote

ID 2024-4747

Category Customer Service/Support

Position Type Full-Time

HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.