Senior Customer Support Manager

Job Summary

A company is looking for a Senior Manager of Customer Support to lead and scale their customer support team.

Key Responsibilities

• Lead and develop a 25+ person customer support team, establishing performance standards and training programs
• Own service level agreements (SLAs) and key performance indicators (KPIs), implementing tools to enhance operational efficiency
• Collaborate cross-functionally to represent patient and customer support perspectives, driving improvements in patient experience and retention

Qualifications

• 8+ years in Customer Support with 3-5+ years in leadership roles, particularly in direct-to-consumer and telehealth sectors
• Experience scaling customer support organizations of 20+ representatives in high-growth environments
• Strong operational focus with expertise in workforce management, quality assurance, and process design
• Proficient in using customer support platforms such as Intercom or Zendesk
• Data-driven mindset with the ability to leverage metrics for performance management