Manager of Customer Support - Remote

About the Role

We are seeking a dedicated and experienced Manager of Customer Support - Remote to lead our customer support team at First Stop Health. In this role, you will be responsible for ensuring exceptional service delivery and enhancing customer satisfaction in the healthcare sector. You will manage a team of support specialists, driving performance metrics and implementing best practices to optimize our support operations.

What You'll Do

• Lead and mentor a team of customer support representatives, fostering a culture of excellence and accountability.
• Develop and implement strategies to improve customer support processes and enhance the overall customer experience.
• Analyze performance metrics and customer feedback to identify areas for improvement and implement effective solutions.
• Collaborate with cross-functional teams, including healthcare operations and technology, to streamline support workflows.
• Oversee the use of CRM tools such as Zendesk and Salesforce to manage customer inquiries and track support performance.

Requirements

• 3+ years of experience in customer support management, preferably in the healthcare industry.
• Strong understanding of HIPAA compliance and healthcare operations.
• Excellent problem-solving and communication skills.
• Experience with data analysis and performance metrics.
• Proficiency in CRM systems, particularly Zendesk and Salesforce.

Nice to Have

• Experience in health coaching or mental health support.
• Familiarity with AWS, Django, and React.
• Background in digital marketing or B2B sales.

What We Offer

• Comprehensive benefits package including health, dental, and vision coverage.
• Flexible paid time off including Summer Fridays.
• Employer match 401k plan.
• Monthly phone stipend.
• First Stop Health membership benefit providing virtual care solutions.