Director of Customer Support Operations

COMPANY: HealthMark Group is a leading provider of health IT solutions for healthcare providers across the country. By leveraging technology to reimagine the business of healthcare, HealthMark transforms administrative processes into seamless digital solutions. With HealthMark’s proprietary MedRelease platform for Release of Information, the company is pioneering an efficient, compliant, and patient-centric approach to support the entire spectrum of the patient information journey. 

LOCATION: Remote

REPORTS TO: VP of Operations

Position Summary: 

As HealthMark continues to grow, we are seeking an experienced and dynamic Director of Customer Support Operations to lead our customer support team and drive operational excellence. This position is responsible for overseeing the day-to-day operations of our contact center, managing a team of over 100 customer support representatives, and ensuring exceptional service delivery across all communication channels. The Director will play a key role in developing strategies to enhance customer satisfaction, improve performance, and maintain high standards of service.

The Director of Customer Support Operations is responsible for leading and optimizing the overall strategy, performance, and efficiency of the contact center. This role focuses on delivering seamless customer experience, leveraging technology, and driving team performance to meet key business objectives. The ideal candidate has strong leadership skills, a deep understanding of contact center metrics, and expertise in managing customer support software like Zendesk.

Essential Job Functions:  

• Leadership & Team Management
  • Lead, motivate, and develop a high-performing team of remote support agents, team leaders, and managers.
  • Establish clear performance goals/KPIs and drive continuous improvement across all customer touchpoints.
  • Provide coaching, training, and support to the team, ensuring they have the tools and resources to succeed.
  • Foster a positive, customer-centric work culture and promote teamwork and collaboration.
• Operations Management
  • Oversee the daily operations of the remote contact center, ensuring seamless service delivery across all communication channels.
  • Ensure adherence to regulatory requirements, company policies, and industry best practices.
  • Implement efficient processes to handle customer inquiries, complaints, and escalations promptly and professionally.
  • Monitor and improve operational metrics, including response time, first-contact resolution, customer satisfaction (CSAT), and employee productivity.
  • Oversee daily operations, workforce planning, and performance management to ensure efficiency and service level adherence.
• Strategic Planning & Reporting
  • Develop and execute strategies to improve customer experience, operational efficiency, and employee engagement.
  • Analyze customer feedback, trends, and data to identify areas for improvement and implement proactive solutions.
  • Prepare and present regular reports to senior leadership on contact center performance, customer insights, and improvement initiatives.

• Technology & Tools
  • Manage and optimize the use of Zendesk customer support software and other relevant technologies to ensure seamless contact center operations.
  • Stay updated on industry trends, tools, and best practices to recommend innovative solutions and improvements.
  • Lead the efforts to include AI tools for reducing agent touches and providing agent co-pilots to increase agent productivity 
  • Lead an effort to add Chat as an additional channel for customer contact
• Collaboration & Cross-functional Coordination:
  • Collaborate with other departments such as Sales, Client Advocates, IT, and Product to ensure alignment on customer needs, product feedback, and process improvements.
  • Develop training and quality teams to ensure agents are well-prepared and equipped to handle all customer inquiries.
• Budget Management
  • Develop and manage the contact center budget, ensuring cost-effective operations while maintaining high levels of service.
  • Identify opportunities for resource optimization and cost savings without sacrificing quality of service

Qualifications:

• Proven ability to lead large teams and manage multi-channel contact center operations (phone, email, chat, social media).
• Bachelor's degree in Business, Communications, or a related field or equivalent work experience in lieu of a degree
• Minimum 5+ years of experience in a leadership role within a contact or high-volume customer service center environment. 
• Proven ability to coach and mentor direct reports, by setting clear and concise expectations 
• Strong analytical skills with experience in performance metrics, reporting, and data-driven decision-making.
• Thoughtful and articulate, skilled in verbal and written communication skills
• Proven ability to solve problems, finding solutions for both short and long-term resolutions
• Able to work cross-functionally and with a high degree of collaboration 
• Experience in change management and process optimization.
• Serve as a positive, steady, and knowledgeable resource to team members
• Strong PC skills and proficiency in MS Office

Preferred Qualifications:

• Zendesk administrator experience is a plus

• Previous experience in the healthcare industry a plus