Manager, Customer Support

🕒 Agosto 27

🇨🇦 Canadá – Remoto

💵 $110.000 - $140.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💝 Suporte ao Cliente

👻 Score fantasma 0%

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Elation Health

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2010

🏥 Saúde

⚕️ Seguro de Saúde

Healthcare • Healthcare Insurance • Software as a Service (SaaS)

A Elation Health é uma empresa que oferece uma plataforma de prontuário eletrônico de saúde (EHR) com foco clínico, projetada para práticas de atenção primária. Sua plataforma, que inclui recursos impulsionados por IA, como o Note Assist, visa melhorar o atendimento ao paciente ao otimizar os fluxos de trabalho clínicos e aumentar a eficiência. A Elation Health atende pequenas a médias práticas, provedores de atenção direta e empresas, oferecendo serviços como software de faturamento médico, telemedicina e ferramentas de engajamento do paciente. Com foco em melhores relações entre paciente e profissional de saúde e atendimento excepcional, a Elation Health apoia mais de 32. 000 clínicos no avanço de suas práticas médicas.

Descrição

• Lead approximately 8–10 Support Specialists and Support Engineers, including hiring, onboarding, development, performance management, and retention • Conduct weekly 1:1s focused on skill development, case quality, and career growth • Coach the team to evaluate AI-generated recommendations and deliver quality customer outcomes • Hold the team accountable to SLA commitments, time-to-resolution, backlog targets, and customer satisfaction scores • Manage daily case triage, routing, and escalation workflows • Monitor case queue health and identify bottlenecks or quality issues • Design and run experiments to improve resolution speed, first-contact resolution, and customer satisfaction • Build and maintain the Support playbook, documentation, troubleshooting guides, and AI-assisted workflow standards • Own and audit QA for AI-assisted case resolution • Build dashboards, define KPIs, and make support performance actionable • Run weekly case reviews to identify patterns, high-volume issues, and systemic product gaps • Translate case data into prioritized feedback for Product and Engineering • Own monthly reporting on team performance, SLA trends, case drivers, and escalation patterns • Forecast capacity needs, identify skill gaps, and recommend training investments • Partner with Engineering Managers and Customer Operations on product decisions, service standards, and cross-functional initiatives • Surface urgent product issues and build feedback loops for upstream resolution • Identify inefficiencies and implement workflow, tooling, documentation, and automation improvements • In the first 90 days, build team trust, master case data, establish Engineering partnerships, and fix 1–2 process inefficiencies • In the first year, improve SLA performance, case quality, team development, product impact, analytics, documentation, and automation leverage

🎯 Requisitos

• 5+ years in technical support, customer success operations, or technical account management, with at least 2 years managing people • Proven track record managing to SLAs in a technical support or customer operations environment • Experience with technical products such as SaaS or B2B software; healthcare tech preferred • Data fluency, including building dashboards, analyzing trends, and using metrics to drive operational improvements • Systems-thinking experience, including redesigning workflows or implementing efficiency-improving tooling • Product management mindset with root cause analysis and upstream issue prevention • Ability to learn product architecture, understand complex workflows, and coach support engineers on technical cases • Experience developing people through feedback, skill-building, and stretch opportunities • Ability to hold teams accountable while supporting their growth • Experience collaborating effectively with Engineering, Product, or Customer Success teams • Comfort with ambiguity and building operations without a complete initial playbook • Healthcare, health tech, or regulated-industry experience is nice to have • Exposure to AI-assisted support workflows or LLM-based tooling is nice to have • Prior technical support engineer or individual-contributor experience before management is nice to have • Familiarity with Notion, Linear, Salesforce, Intercom, or similar platforms is nice to have