Manager of Customer Support, Technology

If you are passionate about delivering exceptional customer experiences, have a strong background in healthcare technology, and excel in using modern support tools, we invite you to join our mission at Intus Care.

What We Do:

In This Role You Will:

• Leadership and Team Development: Build and manage a customer support team, fostering a culture of excellence and continuous improvement. 

• Customer Experience: Develop a deep understanding of our client’s best practices and workflows and proactively handle complex customer inquiries and escalations, ensuring prompt and effective resolutions while delivering a best-in-class experience through clear communication. 

• Process innovation: Design, implement, and refine comprehensive support workflows, processes, and playbooks. Leverage customer feedback to continuously enhance service delivery and operational efficiency. 

• Cross-functional Collaboration: Work closely with product, engineering, customer success, and implementation teams to relay customer insights and advocate for product enhancements based on user feedback. 

• Strategic Planning: Contribute to the strategic direction of customer support, including forecasting resource needs and managing the support budget. 

• OKR Development: Develop key OKRs to improve customer experience metrics and support Service Level Agreements (SLAs), ensuring alignment with overall company goals. 

• Incident Management: Oversee the incident management process, ensuring quick resolution of critical issues and effective communication with customers during outages or service disruptions. 

Qualifications:

• Experience: A minimum of 5 years in creating customer support processes in a SaaS environment, including at least 2 years in a leadership capacity. Experience in the healthcare sector, especially with EMR systems, is strongly preferred. 
• Technical Skills: 
  • Proficiency with Jira Service Management or similar ticketing systems 
  • Experience with incident management tools and processes 
  • Experience with customer satisfaction surveys (CSAT) and related reporting tools 
  • Familiarity with knowledge base systems and self-service portals 
  • Understanding of SaaS architectures and common technical issues 
• Soft Skills:  
  • Strong written & verbal communication and interpersonal skills, proven to build relationships across departments and clients. 
• Incident Management: 
  • Experience in setting up and managing incident response processes 
  • Ability to lead cross-functional teams during critical incidents 
  • Skilled in post-incident reviews and implementing lessons learned 

Impact and Expectations:

• Enhance customer satisfaction and retention rates through effective support strategies. 
• Develop a scalable support infrastructure that aligns with company growth. 
• Foster a collaborative environment that bridges customer support with product development. 
• Achieve established OKRs to drive improvements in customer experience and adherence to support SLAs. 
• Implement and optimize Jira Service Management and other support tools to improve team efficiency and customer satisfaction. 

What We Offer:

• A chance to be a part of a trailblazing team in healthcare technology
• Competitive salary package
• Comprehensive benefits including health, dental, and vision insurance
• A collaborative, inclusive, and dynamic work environment
• Opportunities for professional growth and development

Company Core Values:

• Take Ownership for Your Responsibilities and Outcomes
• Think With Data First
• Be Passionate About Impact
• Take Strides Toward Growth and Innovation
• Be Supportive Of Each Other