Customer Support Manager

| Greater NYC Area

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 our remote front-line customer service team. Currently, this remote team serves our Enterprise customers who represent our largest and most complex customers. 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 remote 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 of managing 5+ direct reports
  • Ideally worked 5+ 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
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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • PostgreSQLDatabases

Location

Our office at One Soho is easily accessible and modern, and has all the amenities our employees need to be comfortable, productive and collaborative.

An Insider's view of Flatiron Health

What kinds of technical challenges do you and your team face?

An engineer and oncologist work together over several weeks to build an algorithm from a naive prototype to a highly specialized and flexible rule set that can accurately represent the lines of therapy for 95% of patients within a specific disease subset.

Abhishek

Software Engineer

How does the company support your career growth?

As engineering manager, I am invested in the professional development of the people I work with. I train team members by pulling them out of their comfort zones to the uncomfortable territory. At Flatiron, it is one of our values - greatness and comfort rarely co-exist.

Kevin

Software Engineer

What is your vision for the company?

At Flatiron, we believe that learning from the experience of every cancer patient is an imperative — it is the key to accelerating research and continuing to improve the quality of care. Our mission is to serve cancer patients and our customers by dramatically improving treatment and accelerating research.

Zach Weinberg

Co-Founder, President and COO

What's the biggest problem your team is solving?

Instead of studying the cells, I now have the opportunity to write about the patients. I can tell their stories through the research lens and enable them to advance clinical cancer research through their experiences. I certainly never lose sight of the human behind the cell anymore.

Rana

Medical Writer

What are Flatiron Health Perks + Benefits

Flatiron Health Benefits Overview

Flatiron has a holistic approach to employee experience. We promote a culture with wellness at the forefront.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
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