Manager of Customer Support
Job Summary
To support a growing clinical technology start-up, the full-time remote Manager of Customer Support will lead a team of Customer Experience Representatives, ensuring high-quality support while developing scalable education and self-service programs to enhance customer satisfaction and operational efficiency.
Key responsibilities
- Lead and develop the Customer Support team, fostering a culture of empathy and continuous improvement
- Oversee daily support operations and monitor key operational metrics to improve customer outcomes
- Drive automation and AI initiatives to simplify customer interactions and enhance the overall experience
Required qualifications
- Experience leading customer support or technical support teams in a SaaS or technology environment
- Proven track record of improving operational performance through process improvements and automation
- Experience in developing customer education and self-service programs
- Strong analytical skills with the ability to identify trends and translate data into actionable insights
- Demonstrated ability to partner cross-functionally with Product and Engineering teams
Complete Job Description
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