Senior Manager of Support Operations
Job Summary
To scale support operations across telehealth brands, the full-time Senior Manager of Support Operations will lead and develop customer support teams, optimize workflows, and implement quality assurance practices in a fully remote environment.
Key Responsibilities
- Lead, coach, and develop Customer Support Managers to enhance their leadership capabilities and operational effectiveness
- Build and optimize support operations by establishing playbooks and overseeing workforce planning and scheduling
- Strengthen quality assurance and knowledge management practices, utilizing data to improve communication and reduce recurring issues
Required Qualifications
- 3-5 years of experience managing remote customer support or support operations in a healthcare environment
- Solid experience with Zendesk, including workflows, macros, and reporting
- Strong knowledge of healthcare insurance operations and compliance
- Experience evaluating or implementing AI, automation, or other support technologies
- Proven ability to lead a seven-day support operation with flexibility to address varying needs
Complete Job Description
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