Description

Job Title: Manager, Technical Support

As the Manager, Technical Support you are a blend of leadership, strategy, and tactical execution. You are a strategic lever for the company in value differentiation for our customers and a leader who knows how to leverage multiple different resources across the team to meet our goals. You know how to recruit and nurture technical talent and marry it to account strategy and enterprise customer needs for technical talent who can talk to the business.

The right leader will be exceptional at both operations and strategy; able to get deep into the details of processes and technologies while also understanding how each detail connects to the future and impacts other teams. You will be leading the central hub for any bug, issue, question or feature request that comes from either our external or internal customers.

About You:

• You are passionate about technology and its potential to positively impact everyone’s access to higher quality, more convenient healthcare.
• Fanatic about customer success and possess excellent problem solving skills.
• Strong attention to detail and the ability to wear multiple hats as needed.
• Communicates comfortably with internal and external customers, occasionally having to reset deliverables and expectations.
• You’re dedicated to professional development and personal growth.

Functionally Lead the Customer Support Team

• Serve as point of contact for customer escalations, providing real-time feedback to the management team, and making staffing adjustments in response to personnel and volume changes.
• ​​Ensure any escalated issues are resolved quickly and with high customer satisfaction, and engage with customers when needed.
• Manage, mentor, and develop team members through regular cadence engagements and professional development planning.
• Leads the Support Leadership Weekly Call, takes ownership for agenda creation and outcome attainment.

Utilize Key Metrics

• Own tracking and reporting for key business and growth metrics related to Customer Support; this includes but is not limited to data such as CSAT, Time to Resolution, Ticket Response Times, SLA Achievement.
• Prioritize resources using a data-driven approach focusing on at-risk scenarios and expansion opportunities
• Proactively own the monitoring and intervening of third party services, auditing ticket volume/invoices, assessing costs and participating in renewal activities.

Maintain and Manage Customer Support Tools

• Select, Implement, and Manage the tools leveraged by the Customer Support team to track actions and communicate with impacted stakeholders.
• Maintain and leverage tools to proactively communicate support issues (i.e. planned maintenance, unscheduled downtime, etc) to the customer base.

Lead the Internally Facing Functions of Customer Support

• Fully owns the management of TS operational excellence efforts, including populating and Managing the dashboards and projects it generates.
• Responsible for championing any change management needed between Support and all other eVisit departments/teams for process improvement/creation. Holding other leaders accountable for how they interact with Support.
• Consistently taking steps to reduce the cost to support our customers by way of establishing efficiencies, removing barriers, reducing tickets that shouldn’t route to eVisit, etc.

Derive Cross-Functional Value for Customers

• As part of the Customer Success Leadership Team, leverage customer support information to contribute to the ongoing conversations about Customer Health and customer risk management.
• Lead all support-related customer conversations that require leadership support; EBRs, Customer Cadence Calls, etc.
• Build deep trusted relationships with engineering & product – to manage escalations, but also share patterns and insights for investment that will help the company “win enterprise”
• Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience.

• Bachelor’s degree or equivalent practical experience required, MBA preferred.
• 3+ years of experience as a Support Manager, or Similar.
• Experience in Healthcare with a sharp eye for anomalies
• Strong financial acumen and business sense.
• Strong problem solving and analytical skills; ability to evolve business and product strategy based on research, data, and industry.
• You learn technology quickly and navigate it with ease.
• Ability to travel 10% of time in US

• Competitive salary
• Great benefits package including medical, dental, vision, HSA & FSA plans
• 401(k)
• Generous PTO plan, plus 12 paid national holidays
• Fun, collaborative environment where the company is working to define the future of telemedicine
• Excellent opportunity for professional growth