Customer Support Operations Lead

2 weeks ago

Portland, Oregon, United States Cerbo Full time
Job Overview

Company Overview

Cerbo is a rapidly expanding healthcare software-as-a-service (SaaS) organization committed to promoting holistic health and personalized medical care. Our flagship product, Cerbo EHR, is a cloud-based electronic health records (EHR) and patient portal solution utilized by healthcare practices nationwide and internationally. Originating as a side project, Cerbo has evolved into a premier EHR platform tailored for functional medicine and membership-based clinics. Our approach emphasizes integrity, quality service, and client support, beyond mere financial success. Over the past few years, our team has significantly expanded, and our software is now trusted by thousands of healthcare professionals and patients.

Role Responsibilities

We are in search of a seasoned Support Operations Manager to enhance our support functions, ensuring efficiency and high-quality service delivery to our clients. In this pivotal role, you will spearhead operational enhancements aimed at boosting both customer satisfaction and support team effectiveness. This position demands strategic thinking and hands-on leadership in a dynamic and evolving environment. The ideal candidate will exemplify leadership, offering guidance, process optimization, and mentorship to a team of Tier 1 and Tier 2 support specialists. Reporting directly to the Support Team Lead, this role is an excellent fit for individuals with strong interpersonal skills, a passion for process improvement, and a keen analytical mindset.

Key Duties

  • Act as the primary point of contact, overseeing the support team and managing high-priority ticket triage during designated hours; provide leadership and coaching while ensuring 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 maintain standard operating procedures for frequent scenarios.
  • Enhance internal and external training methods to expedite onboarding for customer service representatives and clients.
  • Identify operational gaps and provide consultation, training, and strategic recommendations as necessary.
  • Monitor, analyze, and consolidate customer tickets and third-party requests to pinpoint improvement areas and suggest system changes or self-service tools to reduce repetitive support tasks.
  • Optimize Freshdesk operations, assisting the team in utilizing the tool effectively to gather and analyze metrics for informed decision-making.
  • Demonstrate a willingness to assist with phone support shifts and manage daily tickets to alleviate workload, including occasional weekend or holiday coverage.
  • Lead special projects as assigned by leadership aimed at enhancing operational efficiency.

Qualifications

  • Minimum of 5 years of experience in technical support, ideally within the Healthcare/IT or EHR sectors.
  • Experience managing Freshdesk or Zendesk platforms is preferred.
  • Proven leadership experience in Support, Account Management, or technical roles.
  • Creative, results-driven mindset with a proactive approach to problem-solving.
  • Strong mediation and empathetic interpersonal skills.
  • Ability to maintain consistent engagement with all customers while demonstrating adaptability.
  • Dependable 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 insurance.
  • Generous paid time off policy.
  • Full suite of remote work tools and processes.

Work Environment: Fully remote.

Cerbo is an equal opportunity employer, valuing diversity and inclusivity in 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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