Customer Support Manager
New
C
CasechekHealthcare SaaS
Remote - USFull-TimeManager
Salary$80,000 - $100,000
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Job Details
- Experience
- 4+ years in customer support leadership
- Required Skills
- Data AnalysisSalesforce
Requirements
- 4+ years in customer support leadership, with experience owning processes or leading initiatives
- Experience building or improving support operations
- Strong analytical mindset with experience defining and using KPIs to drive performance
- Experience with support tools (Salesforce preferred, Talkdesk a plus)
- Excellent communication skills and ability to influence cross-functional partners
- Highly organized, accountable, and comfortable operating in ambiguity
- Experience in healthcare, supply chain, or healthcare SaaS (preferred)
- Experience in a startup or scaling environment (preferred)
- Prior people management experience or readiness to step into first formal leadership role (preferred)
Responsibilities
- Establish and document scalable support processes, workflows, and SLAs
- Define support coverage model, ticket routing, and escalation paths
- Create and maintain a structured, usable knowledge base
- Define, track, and report on key support metrics such as first response time, resolution time, and CSAT
- Lead, coach, and develop a team of Customer Support Technicians
- Act as escalation point for complex or high-impact customer issues
- Partner with Product and Engineering to surface bugs and advocate for product improvements
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