Manager of Customer Support, Technology

Summary

Join our mission at Intus Care as we seek a dynamic and innovative leader to pioneer our customer support function.

Requirements

• 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
• 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
• Strong written & verbal communication and interpersonal skills, proven to build relationships across departments and clients

Responsibilities

• Build and manage a customer support team, fostering a culture of excellence and continuous improvement
• Develop a deep understanding of our client’s best practices and workflows and proactively handle complex customer inquiries and escalations
• Design, implement, and refine comprehensive support workflows, processes, and playbooks
• Work closely with product, engineering, customer success, and implementation teams to relay customer insights and advocate for product enhancements based on user feedback
• Contribute to the strategic direction of customer support, including forecasting resource needs and managing the support budget
• Develop key OKRs to improve customer experience metrics and support Service Level Agreements (SLAs), ensuring alignment with overall company goals
• Oversee the incident management process, ensuring quick resolution of critical issues and effective communication with customers during outages or service disruptions

Benefits

• Competitive salary package
• Comprehensive benefits including health, dental, and vision insurance
• A collaborative, inclusive, and dynamic work environment
• Opportunities for professional growth and development