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IT Operations Service Leader

3 months ago

Phoenix, United States Title21 Software Inc. Full time

**Company Statement**:
Title21 Health Solutions is a leading provider of innovative healthcare IT solutions, dedicated to improving patient care and streamlining operations for healthcare organizations. With a focus on cell and gene therapy and stem cell manufacturing, it is leading software company which supports premier customers across the USA and the UK.

**Summary**:
Title21 Health Solutions is seeking a dedicated, dynamic, and experienced Customer Support Leader who owns the Support/IT Management Process (ITSM) tied to incident management. As a Critical Thinker, you will play a pivotal role as a player-coach in ensuring that our customers receive exceptional support directly contributing to their high client satisfaction and fostering long-lasting relationships. A leader who has exceptional skills to prioritize, triage and understand the urgency around resolving issues using data driven metrics. Is savvy with Support metrics, KPI’s and diligent about monitoring customer SLA’s.

**Responsibilities**:

- Oversees a team of customer support specialists, providing guidance, coaching, and performance management.
- Develop roles and responsibilities for team members and holds each individual accountable.
- Develop, implement, and maintain customer support processes and procedures to optimize efficiency and effectiveness.
- Develop, monitor, and analyze customer support metrics to identify areas for improvement and drive continuous improvement and ensure their alignment with corporate objectives and metrics.
- Train and onboard new customer support specialists, ensuring they are equipped with the knowledge and skills to excel.
- Collaborate with other departments to resolve customer issues and ensure a seamless and excellent customer experience.
- Develop the Support Knowledge base and offer continuous learning opportunities within the team.
- Stay up-to-date on the latest healthcare IT software trends and advancements to provide accurate and informative support.
- Escalate complex customer issues to the appropriate parties for resolution.
- Identify and implement strategies to enhance customer satisfaction and reduce customer churn.

**Qualifications**:

- Bachelor's degree in a relevant field, such as Business Administration, Computer Science, or Healthcare IT.
- Minimum of 3 years of experience as a Customer Support Manager or Support team lead in a healthcare IT software company.
- Extremely self-directed, can make critical decisions and operate in a growth company environment.
- Proven track record of providing exceptional customer service and resolving complex issues quickly.
- Excellent communication and interpersonal skills, with the ability to build rapport with customers from diverse backgrounds.
- Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
- Experience with innovation, new processes and experience with cross functional teams which include client success, development and product.

**Bonus Points**:
**Benefits**:

- Competitive salary and comprehensive benefits package.
- Opportunity to work with cutting-edge healthcare IT software.
- Collaborative and supportive work environment.
- Professional development and training opportunities.
- Chance to make a significant impact on the lives of our customers.

**Position Type**:

- Full-Time Employment; Non
- Exempt

**Travel**:

- 5% (estimated once per quarter)

**EEO Statement**:
Title21 Health Solutions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other protected characteristics.

**Accommodation Statement**:
**Physical Requirements**:
This position primarily operates in a professional office environment. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms, and lift up to 20 pounds.

***Must be local to Phoenix, AZ