We are redirecting you to the source. If you are not redirected in 3 seconds, please click here.

Customer Support Manager at PatientIQ. About PatientIQ. We are a fast-growing, innovative healthtech SaaS startup, transforming how healthcare providers deliver care and engage with patients. Our platform empowers healthcare professionals with cutting-edge solutions to improve outcomes and streamline workflows. We pride ourselves on a culture of collaboration, innovation, and a commitment to excellence.. . We are seeking a . Customer Support Manager. to lead and optimize our customer support team, transforming it into a high-quality, best-in-class function while leveraging the newest technologies to drive efficiencies and scale.. The Role. The Customer Support Manager will develop and implement a robust, scalable customer support strategy that aligns with our company’s goals. This role will oversee the support team, establish & monitor performance metrics, and drive the adoption of innovative tools & processes to optimize efficiency, improve customer satisfaction, and ensure compliance with industry best practices.. ROLE RESPONSIBILITIES. . . Day-to-Day Support:. Assist Technical Support Analyst in the triaging and resolution of inbound customer issues, including the internal and external issue communication and documentation.. . . Team Management and Vision: . Develop and execute a world-class customer support function that includes standardized support processes and best practices such as scalable workflows, ticketing systems, and escalation processes.. . . Team Development and Culture: . Build and foster a customer-first culture within the support team; hiring, training, and mentoring customer support team members to ensure high performance and engagement.. . . Performance Management: . Implement a data-driven approach to monitoring, reporting, and improving performance metrics such as First Response Time, Customer Satisfaction Score, and First Contact Resolution.. . . Technology and Automation: . Evaluate, select, and implement the latest support technologies, such as AI-driven chatbots, to automate and streamline processes and reduce response times while maintaining a human touch where needed.. . . Customer Advocacy and Cross-Functional Collaboration: . Act as the voice of the customer, ensuring customer feedback informs product development and feature prioritization, sales and customer success product solutioning, and implementation best practices.. . . Knowledge Base Management: . Maintain a robust knowledge base of support documentation to enable self-service options that are guided by best practices and continuously optimized.. . . Compliance: . Ensure all support operations comply with healthcare industry regulations. . . Salary Band: . $110,000 - $125,000. . . Experience: . 5+ years in a customer support or success management role in a SaaS or healthtech environment.. . . Tools: . Proficiency with HubSpot Help Desk functionality or breadth of experience using tools such as Zendesk, Freshdesk, Intercom, or similar platforms.. . . People Management. . Skills:. Proven ability to build, manage, and develop high-performing teams in fast-paced, growth-oriented environments.. . . Customer Focus: . Passion for understanding customer needs and delivering exceptional experiences.. . . Data-Driven: . Strong ability to analyze data, generate actionable insights, and implement improvements.. . NICE TO HAVES. . . Emerging Technology:. Familiarity with existing and emerging AI/chatbot technologies.. . . Healthcare Knowledge: . Prior experience working with provider-facing technology, EHR integrations, and/or enterprise health systems.. . . Database Querying: . Basic understanding of SQL and interacting with production software databases.. . Company Location: United States.