Customer Support Manager

Job Summary

A company is looking for a Manager, Customer Support (Acute and Payer).

Key Responsibilities:

• Oversees multiple Customer Support Analysts and provides performance feedback
• Responsible for data/metrics reflecting team performance and customer experience
• Collaborates with other departments to improve visibility of Customer Support metrics

Required Qualifications:

• 3+ years of experience in a Customer Support environment with leadership duties
• Experience with SaaS products
• Post-Secondary Degree or Diploma in Healthcare, Business Administration, or Technical Services (preferred)
• Flexibility to manage escalations outside normal working hours
• Experience with Knowledge-Centered Support (KCS) and creating reports/dashboards in service management tools