Customer Support Operations Leader

1 week ago


Portland, Oregon, United States Cerbo Full time
Job Overview

About the Company

Cerbo is a rapidly expanding healthcare software-as-a-service (SaaS) provider, dedicated to enhancing holistic health practices and personalized medical care. Our flagship product, Cerbo EHR, is a cloud-based electronic health records (EHR) and patient portal solution utilized by healthcare facilities nationwide and internationally. Originating as a side project for developers, Cerbo has evolved into a premier EHR platform for functional medicine and cash-based clinics. Our approach to success transcends mere financial metrics; we prioritize delivering exceptional products, maintaining integrity, and supporting both our clients and our team. Over the past four years, our workforce has expanded significantly, with thousands of healthcare practitioners and patients relying on our services. We are currently seeking a Support Operations Manager - EAST COAST to contribute to our dynamic team.

Key Responsibilities

  • Act as the primary point of contact, overseeing the support team and managing high-priority incoming requests during designated hours, while providing leadership and coaching to ensure balanced workloads among support specialists.
  • Collaborate closely with the Support Team Lead to achieve team objectives and enhance overall operational efficiency.
  • Champion best practices by analyzing and establishing processes that foster a culture of continuous improvement.
  • Create and uphold standard operating procedures for common scenarios.
  • Enhance training methodologies for both customer service representatives and clients to expedite onboarding processes.
  • Identify operational gaps and provide training, consultation, and recommendations for solutions as necessary.
  • Monitor, analyze, and consolidate customer tickets and third-party requests to pinpoint areas for improvement and suggest modifications to the system or self-service tools to reduce repetitive support demands.
  • Optimize Freshdesk operations, assisting the team in utilizing the tool effectively to gather and analyze metrics for informed strategic decisions.
  • Demonstrate a willingness to assist with phone support shifts and manage daily tickets to alleviate workload, including occasional weekend and holiday coverage.
  • Lead special projects assigned by management aimed at enhancing operational efficiency.

Qualifications

  • Minimum of 5 years of experience in technical support, ideally within the healthcare or IT sectors, with a focus on EHR systems.
  • Experience managing Freshdesk or Zendesk platforms is preferred.
  • Proven leadership experience in support, account management, or technical roles.
  • Creative and results-driven mindset, with a passion for problem-solving and a strong sense of urgency in delivering outcomes.
  • Exceptional mediation and empathetic interpersonal skills are essential.
  • Ability to maintain consistent engagement with customers while demonstrating adaptability as needed.
  • Highly reliable and professional demeanor.

Compensation and Benefits

  • Competitive salary based on experience.
  • Comprehensive health, dental, and vision insurance.
  • 401(k) plan with company matching contributions.
  • Short-term and long-term disability coverage.
  • Generous paid time off policy.
  • Access to a full suite of remote work tools and processes.

Work Environment: Fully remote.

Cerbo is an equal opportunity employer, committed to fostering diversity within our workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.



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