Customer Support Manager

16 hours ago

Colorado Springs, Colorado, United States VieCure Full time
Transform Cancer Care with VieCure

VieCure is revolutionizing the way cancer care is delivered, and we're looking for a highly motivated Customer Support Manager to join our growing team.

About the Role

The Customer Support Manager will be responsible for leading the transformation of cancer care through exceptional customer support. This role requires a strong understanding of software development and QA methodologies, tools, and processes. The ideal candidate will have recent hands-on experience working with users, handling problems and requests on the phone and through digital channels with a high degree of professionalism.

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
  • 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.
Skills & Competencies
  • 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 demonstratable 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.
  • Communication skills: Clear and accurate written and verbal communication is a must. Tact is a necessity as the role requires communicating with individuals with all levels of technical and non-technical skill sets.
  • Time management skills: Part of working on a team means working within other people's timelines and finishing your work within reasonable timeframes. You won't know when a problem might arise, so keeping on schedule requires strong time management skills.

We invite you to join our team and help us empower cancer patients to live their best lives.

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