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Customer Support Manager

2 months ago

Denver, Colorado, United States VieCure Full time
Customer Support Manager

VieCure is seeking a highly motivated and experienced Customer Support Manager to lead our customer support operation. As a key member of our team, you will be responsible for ensuring a best-practice customer support methodology is maintained, providing the highest quality support and customer service to our growing client base.

Key Responsibilities:
  • Mentor and develop Client Support Specialist career growth and opportunity.
  • Support the set up and continuous improvement of a customer support desk operation.
  • Identify, propose, and implement best practice processes that support a first-class customer support service.
  • Review and monitor the customer support operation, reporting regularly to managers on key metrics and performance indicators that enable continuous evaluation and improvement of service.
  • Support the team of Customer Support Specialists, acting as the subject matter expert.
  • Collaborate with colleagues across the business to support a best practice customer support operation.
  • Provide coverage of in-bound interactions which may include calls, chats, and cases.
  • Respond to all requests with a customer-focused approach.
  • Critically think and help customers to resolve issues within the platform.
  • Educate customers to better understand an issue and how to self-serve, where applicable.
  • Provide detailed notes on customer interactions within our Zendesk platform.
  • Follow through to assure problems are resolved.
  • Coordinate problem resolutions with various internal contacts & teams.
  • Create bug tickets with detailed steps to reproduce and screenshots.
  • Create and maintain customer-facing knowledge-based articles.
  • Continually develop in-depth product knowledge to resolve user questions and issues.
  • Have the ability to adapt in an evolving work environment.
Requirements:
  • Recent hands-on experience of working with users, handling problems and requests on the phone and through digital channels with a high degree of professionalism.
  • 3+ years of leading a Customer Support / Call centre team in the medical industry (ideally MedTech).
  • 8+ years of Customer Support experience in the medical industry, working with users, handling issues and requests on the phone and through digital channels (ideally MedTech).
  • An understanding of software development and QA methodologies, tools, and processes.
  • Prior experience with the Zendesk platform is preferred.
  • An understanding of a clinical workflow environment (strong preference for experience in an oncology setting).
  • Experience of working with EMR / EHR software.
  • Logical thinking and disciplined task execution skills.
  • Excellent organizational and reporting skills. Experienced with dashboards and assigning tickets to engineering and managing/monitoring/communicating outcomes and feedback.
  • Clear and accurate written and verbal communication skills coupled with high social intelligence, tact, and a demonstrable understanding of excellent customer service.
  • Disciplined attention to detail.
  • The ability to work independently and as part of a team, prepared to assist colleagues in areas where they are less familiar, as well as feel comfortable to ask for assistance when encountering the unfamiliar.