Customer Support Manager, Technology

November 8

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Intus Care

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Geriatrics • Technology • Data Analytics

11 - 50

💰 $13.1M Venture Round on 2023-01

Description

• Build and manage a customer support team, fostering a culture of excellence and continuous improvement. • Develop a deep understanding of our client’s best practices and workflows. • Design, implement, and refine comprehensive support workflows, processes, and playbooks. • Work closely with product, engineering, customer success, and implementation teams. • Contribute to the strategic direction of customer support, including forecasting resource needs and managing the support budget. • Develop key OKRs to improve customer experience metrics and support Service Level Agreements (SLAs). • Oversee the incident management process, ensuring quick resolution of critical issues.

Requirements

• A minimum of 5 years in creating customer support processes in a SaaS environment, including at least 2 years in a leadership capacity. • Experience in the healthcare sector, especially with EMR systems, is strongly preferred. • Proficiency with Jira Service Management or similar ticketing systems. • Experience with incident management tools and processes. • Experience with customer satisfaction surveys (CSAT) and related reporting tools. • Familiarity with knowledge base systems and self-service portals. • Understanding of SaaS architectures and common technical issues. • Strong written & verbal communication and interpersonal skills. • Experience in setting up and managing incident response processes. • Ability to lead cross-functional teams during critical incidents. • Skilled in post-incident reviews and implementing lessons learned.

Benefits

• Competitive salary package • Comprehensive benefits including health, dental, and vision insurance • A collaborative, inclusive, and dynamic work environment • Opportunities for professional growth and development