Customer Support Manager

3 weeks ago

Colorado Springs, Colorado, United States VieCure Full time
About the Role

VieCure is seeking a highly motivated and experienced Customer Support Manager to lead the transformation of cancer care through exceptional customer support. As a key member of our team, you will be responsible for supporting the set-up, development, and implementation of a customer support operation that provides the highest quality support and customer service to our growing client base.

Key Responsibilities
  • Mentor and Develop Client Support Specialists: Provide guidance and support to Client Support Specialists to ensure their career growth and opportunity.
  • Support the Set-up and Continuous Improvement of a Customer Support Desk Operation: Collaborate with the team to establish and maintain a best-practice customer support methodology.
  • Identify, Propose, and Implement Best Practice Processes: Develop and implement scalable processes and practices that support a first-class customer support service.
  • Review and Monitor the Customer Support Operation: Regularly review and monitor the customer support operation, reporting key metrics and performance indicators to managers.
  • Support the Team of Customer Support Specialists: Act as the subject matter expert and provide support to the team of Customer Support Specialists.
  • Collaborate with Colleagues Across the Business: Collaborate with colleagues across the business to support a best-practice customer support operation.
  • Provide Coverage of In-Bound Interactions: Provide coverage of in-bound interactions, including calls, chats, and cases.
  • Respond to Requests with a Customer-Focused Approach: Respond to all requests with a customer-focused approach, providing clear and accurate written and verbal communication.
  • Critically Think and Help Customers Resolve Issues: Critically think and help customers to resolve issues within the platform.
  • Educate Customers to Better Understand an Issue and How-to Self-Serve: Educate customers to better understand an issue and how-to self-serve, where applicable.
  • Provide Detailed Notes on Customer Interactions: Provide detailed notes on customer interactions within our Zendesk platform.
  • Follow Through to Assure Problems are Resolved: Follow through to assure problems are resolved, coordinating with various internal contacts and teams as needed.
  • Create Bug Tickets with Detailed Steps to Reproduce and Screenshots: Create bug tickets with detailed steps to reproduce and screenshots.
  • Create and Maintain Customer-Facing Knowledge-Based Articles: Create and maintain customer-facing knowledge-based articles.
  • Continually Develop In-Depth Product Knowledge: Continually develop in-depth product knowledge to resolve user questions and issues.
Requirements
  • Recent Hands-On Experience of Working with Users: 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.
  • Leadership Experience in Customer Support or Call Centre Team: 3+ years of leading a Customer Support / Call centre team in the medical industry (ideally MedTech).
  • Customer Support Experience in Medical Industry: 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).
  • Understanding of Software Development and QA Methodologies: An understanding of software development and QA methodologies, tools, and processes.
  • Prior Experience with Zendesk Platform: Prior experience with the Zendesk platform is preferred.
  • Understanding of Clinical Workflow Environment: An understanding of a clinical workflow environment (strong preference for experience in an oncology setting).
  • Experience of Working with EMR / EHR Software: Experience of working with EMR / EHR software.
Skills and Competencies
  • Logical Thinking and Disciplined Task Execution Skills: Strong logical thinking and disciplined task execution skills.
  • Excellent Organizational and Reporting 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: 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: Disciplined attention to detail.
  • Ability to Work Independently and as Part of a Team: 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.

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