Services Support Manager

Summary

Join Imagen Technologies, a high-growth healthcare startup, as the Manager/Senior Manager, Services Support. You will collaborate with physicians and staff to ensure seamless support for clinical workflows and technical operations. This role involves defining and improving key performance metrics, prioritizing customer issues, and working cross-functionally with other teams. You will build and develop a high-performing support team, implementing scalable, automated support processes while maintaining a high-touch experience. The position requires a Bachelor's degree and 5+ years of experience in delivering high-quality support services, preferably in healthcare technology. Imagen Technologies is a remote-first company, offering a competitive salary and benefits package.

Requirements

• Bachelor’s degree with 5+ years experience delivering high-quality support services at a technical and/or administrative level (healthcare-oriented technology preferred), achieving high levels of customer satisfaction
• Proven ability to hire, develop, and retain top talent, fostering a high-performance team culture
• Strong analytical and data-driven mindset with experience tracking and optimizing key support metrics (e.g., first response time, resolution time, case volume)
• Experience in scaling and automating support operations while maintaining a high-touch customer experience
• Experience with customer support platforms, ticketing systems, and AI-powered support tools (e.g., Zendesk, ServiceNow, Salesforce, Intercom), including configuration, automation, and integration)
• Experience in building and optimizing self-service support solutions (e.g., knowledge bases, FAQs, AI chatbots)
• Strong collaboration skills, with the ability to work cross-functionally with teams such as Clinical Applications, Integrations, Equipment & Installations, and Workflow Operations
• Ability to manage multiple priorities, make data-driven decisions, and implement continuous improvement initiatives
• Excellent communication and interpersonal skills, with the ability to build trust and transparency with customers and internal teams

Responsibilities

• Oversee and optimize daily support operations, ensuring efficiency, responsiveness, and high-quality service
• Lead and develop a high-performing support team with the right tools, training, and motivation
• Define and track key performance metrics to drive continuous improvement
• Implement data-driven strategies to enhance customer satisfaction and operational efficiency
• Prioritize and resolve customer issues based on impact and urgency
• Collaborate with cross-functional teams to identify and address recurring issues
• Develop scalable, automated support processes while maintaining a high-touch experience for key customers
• Enhance self-service support solutions, such as knowledge bases and AI-powered chat
• Drive continuous improvement by swiftly addressing friction points
• Take ownership and contribute wherever needed to support customers and the team
• Hire, develop, and retain top talent, fostering a high-performance culture
• Build trust through transparency and authenticity in all interactions
• Advocate for customers, even when challenging internal priorities

Benefits

• Remote work
• Base salary between $100,000 - $140,000
• Equity
• Benefits