Customer Support Manager
Flatiron Health is a healthcare technology and services company focused on accelerating cancer research and improving patient care. Our platform enables cancer researchers and care providers to learn from the experience of every patient. Currently, Flatiron partners with over 280 community cancer practices, seven major academic research centers and the 15 top therapeutic oncology companies. The Provider Customer Support team works to build a positive customer experience for our users and supports their use of Flatiron’s products. This suite of web-based, oncology-focused practice software is used by over 1,600 oncology clinicians every day to diagnose, treat, and manage patients battling cancer. The Customer Support team triages, resolves, trains on, and documents issues in order to help our Provider clients use our products effectively and maximize their value.
We are looking for a Customer Support Manager to join and help manage this front-line customer service team. Your role is to design and implement robust processes to assign tasks out across the team and ensure that they are supported in their day-to-day tasks, as we continue to grow and strengthen our customer relationships. At a high-level, you will be expected to partner with your fellow support managers to develop the goals, structures, and processes to help the team be successful. A successful manager will be motivated by working with team members to guide, coach, and serve them – making sure to keep the team happy and productive.
Responsibilities:
- Manage the day-to-day workflows of a team of Customer Support agents, including task assignment, metrics tracking and ensuring that customers are seeing timely and quality case resolution
- Deliver feedback, coaching and support to team members in their day-to-day duties, customer service approach, and personal career development
- Quickly diagnose issues and ensure they are transferred to the appropriate team for follow up
- Design processes and structures to enable the team to work effectively and efficiently
- 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
- Develop and execute short-term actions to resolve complex and escalated client issues
- Work closely with the support team leaders to build and strengthen the overall customer support and customer success organization
- Travel occasionally (approximately once monthly, for 1-4 days at a time) to work with remote team members and clients when necessary
Required Qualifications:
- Bachelor's degree required
- 3+ years of people management experience (preferably managing 5+ direct reports)
- Ideally worked 3+ years within a customer service or customer success team
- Experience in a technology/SaaS organization within a fast-paced growing environment (experience with EHRs is a plus)
- Be able to work independently as well as in a team and cross-functional environment to impact the overall customer experience
- Analytical skills and data-driven approach to decision-making
- Attention to detail, organizational skills, and time management skills