Customer Support Manager

2 weeks ago

Cheyenne, Wyoming, United States HealthEdge Full time
Job Title: Customer Support Manager

HealthEdge Software Inc is seeking a highly skilled Customer Support Manager to lead our Customer Operations team. As a key member of our organization, you will be responsible for ensuring efficient and effective support for our digital health management solutions.

Key Responsibilities:
  • Manage daily workflows within the customer support team
  • Create and track customer support goals
  • Manage a team of Tier I and Tier II Customer Support Specialists
  • Hire and onboard new Customer Support Specialists
  • Respond to escalated customer inquiries and issues
  • Build lasting relationships and develop a trusted advisor reputation with managed users and customer staff
  • Create and update Customer Specific documentation as it relates to workflows, support processes, and customer contact information
  • Create reports, analyze, monitor and share trends regarding customer team performance and process efficiency to help drive improvements
  • Serve as the expert in our product and service offerings, for external and internal users
  • Collaborate with key customer stakeholders including but not limited to: Customer Success, Product, and Engineering
  • Represent the voice of customers and users to provide feedback to internal teams helping to improve overall experience
  • Work on projects concurrently as well as cross-functional initiatives to improve service delivery
Requirements:
  • Bachelor's Degree or 5+ years relevant professional experience in Customer Success / Support Operations
  • Exceptional interpersonal communication skills (incl. verbal and written) for a range of audiences; strong phone skills (diction, active listening, professional phone voice)
  • High degree of technical proficiency with online tools and systems; familiarity with Google Suite and CRM systems, Zendesk is a plus
  • Strong time management skills, decision-making skills, and organizational skills with excellent attention-to-detail
  • Data driven; independently creating and manipulating data sets, demonstrates ability to identify strategy and actionable recommendations
About Us:

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

We are a hybrid or remote work environment and offer a competitive salary and benefits package.

Please note that this job description is not an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary.

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