Manager, Customer Support (Acute and Payer)
US/CanadaFull-TimeManager
Salary92000 - 100000 USD per year
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Job Details
- Experience
- 3+ years of experience in a Customer Support environment with 3+ years of Leadership and Management duties
- Required Skills
- SalesforceJira
Requirements
- 3+ years of experience in a Customer Support environment with 3+ years of Leadership and Management duties
- Experience with PointClickCare products or similar SaaS products
- Flexibility to work through escalations that happen outside normal working hours
- Ability to manage various projects in a fast-paced environment
- Experience with Knowledge-Centered Support (KCS)
- Communicates clearly in verbal and written formats with all levels of the organization and customer base
- Experience with and creating reports/dashboards in Salesforce, Jira or other Service Management tools
- Post-Secondary Degree or Diploma in Healthcare related field, Business Administration, Technical Services (Not required)
Responsibilities
- Oversees multiple Customer Support Analysts which may consist of Customer Support Manager(s) and individual contributors
- Provides consistent, balanced and timely feedback on Customer Support performance as related to call and/or case audits
- Responsible for data/metrics to accurately reflect team performance and customer experience and implement process changes or propose product changes to improve these metrics
- Fosters a positive work environment and consistently models and supports continuous learning
- Works in collaboration with other departments to improve visibility of Customer Support metrics and optimize end to end process transitions between departments
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