Manager, Support Services
Core
Lead a team of Product Support Specialists to deliver technical support, resolve customer issues, and advocate for product enhancements for medical practices.
Role type
People Manager (Support Services)
Builds
AI-enabled, specialty-specific cloud platform for healthcare
Domain
Healthcare / SaaS
Deliverable
client delivery
Required skills
Team leadership, SLA management, workflow optimization, performance metrics analysis, cross-functional collaboration, training program development
Preferred skills
Computer Science or Business degree, SaaS/Enterprise support experience, Zendesk/Salesforce/JIRA proficiency
Technologies
Zendesk, Salesforce, JIRA
Responsibilities
Manage and mentor a team of 6-10 support specialists, oversee timely resolution of customer inquiries and technical escalations, design and implement support workflows and knowledge bases, monitor and report on key metrics (response time, resolution rate, CSAT), partner with Product/Engineering/QA to communicate feedback, handle high-priority escalations, develop team training programs
Seniority
Manager, supervisory experience
