Manager, Customer Success

Summary

Join Reliance Health's mission to make quality healthcare delightful, affordable, and accessible. As a Manager, Customer Success, you will lead the frontline support team, ensuring high-quality service delivery across all customer channels. You'll oversee daily call center operations, drive performance, manage quality, and improve internal processes. This role involves close collaboration with cross-functional teams to align service operations with company goals and meet SLAs. You will also support the onboarding, training, and performance development of team members. Reliance Health prioritizes employee well-being and offers a comprehensive benefits package.

Requirements

• 7+ years of experience in customer support or operations, with at least 3 years in a managerial role
• Proven track record of leading high-performing customer support or call centre teams
• Strong understanding of support operations, including SLAs, CSAT, FCR, and contact management across multiple channels
• Experience with support tools and systems such as Zoho or similar platforms
• Excellent communication, leadership, and problem-solving skills
• Ability to work cross-functionally and drive process improvements
• Data-driven mindset with experience using metrics and reporting to inform decisions
• Comfortable working in a fast-paced and dynamic environment

Responsibilities

• Manage daily call centre operations and ensure frontline teams are equipped to meet service delivery goals
• Oversee staffing, scheduling, and shift planning to maintain adequate coverage across all support channels
• Track, analyze, and report on key performance metrics such as SLA, CSAT, FCR, and contact ratio
• Use data insights to identify trends, root causes, and areas of improvement in support delivery
• Implement processes and tools to improve agent productivity and streamline operations
• Conduct regular quality assurance reviews and drive continuous coaching for agents and supervisors
• Ensure compliance with standard operating procedures and escalation protocols
• Collaborate with Product, Claims, Provider and other teams to resolve service bottlenecks and customer pain points
• Support the onboarding, training, and performance development of new hires and existing team members
• Maintain a high standard of communication within the team, ensuring updates and feedback loops are consistent
• Lead or support cross-functional projects aimed at improving customer service

Benefits

• Remote-First Environment
• Competitive Salary and Benefits
• Premium Health Insurance
• Unlimited Leave
• Meaningful Impact
• Collaborative Work Culture
• Growth Opportunities
• Learning & Development Allowance