Customer Support Manager

<p><strong>About PatientIQ<br></strong>We are a fast-growing, innovative healthtech SaaS startup, transforming how healthcare providers deliver care and engage with patients. Our platform empowers healthcare professionals with cutting-edge solutions to improve outcomes and streamline workflows. We pride ourselves on a culture of collaboration, innovation, and a commitment to excellence.<br> <br>We are seeking a <strong>Customer Support Manager</strong> to lead and optimize our customer support team, transforming it into a high-quality, best-in-class function while leveraging the newest technologies to drive efficiencies and scale.</p><p></p><p><strong>The Role</strong></p><p>The Customer Support Manager will develop and implement a robust, scalable customer support strategy that aligns with our company’s goals. This role will oversee the support team, establish &amp; monitor performance metrics, and drive the adoption of innovative tools &amp; processes to optimize efficiency, improve customer satisfaction, and ensure compliance with industry best practices.</p><p></p><p><strong>ROLE RESPONSIBILITIES</strong></p><ul> <li> <strong>Day-to-Day Support:</strong> Assist Technical Support Analyst in the triaging and resolution of inbound customer issues, including the internal and external issue communication and documentation.</li> <li> <strong>Team Management and Vision: </strong>Develop and execute a world-class customer support function that includes standardized support processes and best practices such as scalable workflows, ticketing systems, and escalation processes.</li> <li> <strong>Team Development and Culture: </strong>Build and foster a customer-first culture within the support team; hiring, training, and mentoring customer support team members to ensure high performance and engagement.</li> <li> <strong>Performance Management: </strong>Implement a data-driven approach to monitoring, reporting, and improving performance metrics such as First Response Time, Customer Satisfaction Score, and First Contact Resolution.</li> <li> <strong>Technology and Automation: </strong>Evaluate, select, and implement the latest support technologies, such as AI-driven chatbots, to automate and streamline processes and reduce response times while maintaining a human touch where needed.</li> <li> <strong>Customer Advocacy and Cross-Functional Collaboration: </strong>Act as the voice of the customer, ensuring customer feedback informs product development and feature prioritization, sales and customer success product solutioning, and implementation best practices.</li> <li> <strong>Knowledge Base Management: </strong>Maintain a robust knowledge base of support documentation to enable self-service options that are guided by best practices and continuously optimized.</li> <li> <strong>Compliance: </strong>Ensure all support operations comply with healthcare industry regulations.&nbsp;</li> </ul><p></p><p><strong>Salary Band: </strong>$110,000 - $125,000</p><p><strong>Requirements</strong></p><ul> <li> <strong>Experience: </strong>5+ years in a customer support or success management role in a SaaS or healthtech environment.</li> <li> <strong>Tools: </strong>Proficiency with HubSpot Help Desk functionality or breadth of experience using tools such as Zendesk, Freshdesk, Intercom, or similar platforms.</li> <li> <strong>People Management</strong> <strong>Skills:</strong> Proven ability to build, manage, and develop high-performing teams in fast-paced, growth-oriented environments.</li> <li> <strong>Customer Focus: </strong>Passion for understanding customer needs and delivering exceptional experiences.</li> <li> <strong>Data-Driven: </strong>Strong ability to analyze data, generate actionable insights, and implement improvements.</li> </ul><p></p><p><strong>NICE TO HAVES</strong></p><ul> <li> <strong>Emerging Technology:</strong> Familiarity with existing and emerging AI/chatbot technologies.</li> <li> <strong>Healthcare Knowledge: </strong>Prior experience working with provider-facing technology, EHR integrations, and/or enterprise health systems.</li> <li> <strong>Database Querying: </strong>Basic understanding of SQL and interacting with production software databases.</li> </ul><p><strong>Benefits</strong></p><ul> <li> <strong>Great Benefits</strong>&nbsp;- top-notch health, dental and vision insurance. Additional perks available including 401K.</li> <li> <strong>We are Mission Driven</strong>&nbsp;- our team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.</li> <li> <strong>True Idea Meritocracy</strong>&nbsp;- great ideas win out. We encourage all team members to challenge the status quo because our mission demands this.</li> <li> <strong>Flexible Time Off&nbsp;</strong>- we trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.</li> <li> <strong>World-Class Team</strong>&nbsp;- we’re at the top of our industry because of our employees. They’re the best investment we can make, and we never forget that.</li> <li> <strong>Fast Growing&nbsp;</strong>- we are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.</li> </ul>