Senior Manager - Customer Support

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Procurement Partners

WebsiteLinkedInAll Job Openings

Procurement Automation • Invoice Processing • Approval Automation • Transaction Processing • Accounts Payable Automation

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🏢 Enterprise

💰 Private Equity Round on 2020-12

Description

• Procurement Partners builds easy-to-use software that lets healthcare organizations automate their purchasing, inventory management, and invoicing. • We help thousands of facilities reduce expenses and time spent procuring items. • This pivotal role will be instrumental in ensuring our customers receive unparalleled support. • Lead and scale a high-performing customer support team, • Provide guidance, coaching, and mentorship to ensure exceptional service delivery. • Maintain key performance indicators (KPIs) to measure the effectiveness and efficiency of the support team. • Partner with the VP of Customer Experience to develop and implement a comprehensive customer support strategy. • Drive continuous improvement initiatives within the support organization, leveraging data and feedback.

Requirements

• Minimum 6 years of experience in customer-facing roles, • At least 3 years in a leadership position. • Proven experience in a fast-paced, B2B SaaS environment. • Has managed a call center of 10+ agents with KPI’s and recommended improvements • Excellent problem-solving and strategic planning abilities. • Strong leadership and team management skills. • Outstanding verbal and written communication skills. • Prior experience in managing offshore teams is a plus. • Familiarity with customer service software (Salesforce, Zendesk, Jira, Service cloud).