Flatiron Health
Reimagining the infrastructure of cancer care.
New York, NY

Customer Support Manager

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The Manager for Customer Support role presents a perfect opportunity to gain hands-on experience managing a front-line customer service team tasked with diagnosing and resolving all technical support issues in order to help our Provider clients use our products effectively and maximize their value. Your role is to design and implement robust processes to assign tasks out across the team, gather and provide actionable feedback and coaching for the team members, and ensure that they are supported in their day-to-day tasks and career progression, as we continue to grow and strengthen our customer relationships.

This position primarily focuses on products and services for OncoEMR and OncoBilling, our web-based, oncology-specific electronic medical record (EMR) and billing systems used by over 1,300 oncology clinicians every day to diagnose, treat and manage patients battling cancer.

Responsibilities:

  • Manage the day-to-day workflows of 3-5 Customer Support Associates, including task assignment, metrics tracking and ensuring that customers are seeing timely case resolution
  • Deliver feedback, coaching and support to team members in their day-to-day duties and customer service approach
  • Assist in the management of client accounts, collaborating on scalable methods for tracking features, bugs and enhancement requests
  • Properly manage and document all work performed as part of ticket queue management
  • Be able to work independently as well as in a team environment
  • Quickly diagnose issues and ensure they are transferred to the appropriate team for follow up
  • Develop and execute short-term actions to resolve complex client issues
  • Travel occasionally (approximately once monthly, for 1-4 days at a time) to work with remote team members and clients

Required Qualifications:

  • Bachelor's degree required
  • Candidates must have very strong team management expertise (preferably experienced in managing 5+ team members in previous roles)
  • Candidates must have strong customer service experience, preferably managing a customer service team
  • Candidates must have strong technical experience (software/EMR support is strongly preferred)
  • Excellent written and verbal communication skills are required
  • 3-5+ years of healthcare experience is preferred (oncology/hematology a plus)
  • Proven ability to work individually and collaboratively to solve client issues in a timely manner
  • Attention to detail, excellent organizational skills, superior time management skills
  • Ability to work independently with minimal supervision
  • Strong analytical and technical skills
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What are Flatiron Health Perks + Benefits

Flatiron Health Benefits Overview

At Flatiron, we are committed to providing our employees with the resources they need, both within and outside of work. This enables them to concentrate their working hours on improving cancer care and accelerating cancer research, while dedicating their non-working hours to everything else life has to offer.

We offer a full range of benefits to support our employees and their families. These benefits include health and wellness, family planning, financial planning and time away.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Company-wide vacation
Office Perks
Commuter benefits
Free snacks and drinks
Some meals provided
Relocation assistance
Meditation space
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Customized development tracks
Personal development training
Apprenticeship programs

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