Support Operations Manager

1 month ago


Portland, Oregon, United States Cerbo Full time
Job Title: Support Operations Manager - East Coast

Cerbo is a high-growth healthcare SaaS company that's revolutionizing the medical market by supporting holistic lifestyles and personalized medicine. Our cloud-based electronic health records (EHR) and patient portal software system is used by healthcare offices across the country and around the world.

About the Role

We're seeking an experienced Support Operations Manager to join our growing team on the East Coast. As a key member of our support team, you'll be responsible for managing our support operations to ensure seamless customer service and efficient support team performance.

Key Responsibilities
  • Manage the support team and triage high-priority incoming tickets from 8:00 AM EST to Noon, providing leadership, coaching, and ensuring workload balance and coverage amongst the support specialists.
  • Work closely with the Support Team Lead to help meet team responsibilities, goals, and improve overall operations.
  • Promote best practices, analyze, and establish processes to drive a continuously improved environment.
  • Develop and maintain standard operating procedures for common situations.
  • Help improve internal/external training methods to get CSR's and customers up to speed more efficiently.
  • Help identify gaps, provide consultation, training, and solution discovery or recommendations where needed.
  • Track/analyze/consolidate tickets from customers and third-party requests to help identify areas of improvement and make recommendations on where we can make changes to the system or provide self-service tools to alleviate repetitive support burden.
  • Improve Freshdesk operations and help the team use the tool more effectively and efficiently to gather and analyze metrics to make strategic decisions.
  • Willingness/team player to take on a couple phone support shifts weekly, answer daily tickets to help ease the queue, and fill in as needed for weekend/holiday after hours (occasionally in rotation).
  • Own special miscellaneous projects determined by leadership related to improving operational efficiency.
Requirements
  • 5+ years of technical support experience, through a combination of technology, commercial, and/or consulting, preferably in Healthcare/IT and/or EHR.
  • Managing Freshdesk or Zendesk experience preferred.
  • Strong work ethic and prior experience leading teams, either in Support, Account Management, or any technical capacity.
  • Creative and result-oriented: your enthusiasm, energy, and creative thinking make problem-solving intriguing, while your sense of urgency means you deliver results consistently.
  • Good mediation skills are critical, and empathetic interpersonal skills are vital.
  • You are excited about driving and tracking a consistent engagement process with all customers, yet demonstrating flexibility where needed.
  • Highly dependable and professional.
What We Offer
  • Competitive compensation based on experience.
  • Health, dental, and vision benefits.
  • 401(k) with matching company contribution.
  • Short-term disability & long-term disability insurance.
  • Paid Time Off.
  • Full suite of remote working tools and processes.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.



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