Customer Support Manager

Position fully remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, PA, SC, TX, VA, WA

Responsibilities:

• Lead and motivate a team of remote customer support agents
• Create schedules and coverage plans for the customer support team; manage PTO and leave requests, ensuring coverage across all scheduled shifts
• Provide coaching, training, and performance feedback to enhance the team's skills and capabilities
• Foster a positive and collaborative work environment
• Evaluate and implement best practices that allow the department to run more efficiently and effectively
• Track and update management team on Support team KPIs
• Address customer inquiries, concerns, and escalations in a timely and professional manner; serve as the escalation point for customer issues
• Work closely with other departments to collaborate on team training to reduce knowledge gaps
• Become a product expert so that you are able to develop and deliver training programs for support agents and assess product knowledge
• Regularly review and improve existing procedures to enhance the overall support experience
• Identify and implement technology solutions to streamline support operations, including liaising with external vendors
• Address and resolve customer complaints, disputes, or concerns that have been escalated beyond the initial support level

Qualifications:

• Bachelor's degree preferred
• At least 4 years in a people management role required
• At least 4 years working in a customer support function required
• Experience resolving customer issues via phone/email required
• SaaS experience required 
• Familiarity with customer support software and tools
• Excellent communication and interpersonal skills, with the ability to remain calm and professional in high-pressure situations

Preferred Skills:

• Healthcare or EHR experience preferred; SaaS experience required
• Management/coaching abilities
• Good communication skills, both written and oral
• Good time management and organizational skills
• Proficient in Microsoft Office and Google applications, ticketing tools