Customer Support Manager

Job not on LinkedIn

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $80k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Casechek

WebsiteLinkedInAll Job Openings

11 - 50 employees

⚕️ Healthcare Insurance

☁️ SaaS

🏢 Enterprise

💰 $6.1M Venture Round on 2022-08

Healthcare Insurance • SaaS • Enterprise

Casechek is a company specializing in automating and optimizing workflows within the healthcare sector, specifically focusing on the implant supply chain within hospitals and medical centers. They integrate with hospital systems to improve the procurement, tracking, and management of vendor-supported surgical cases, enhancing efficiency and accuracy through automated processes. Casechek's solutions include vendor case management, surgical case coordination, and bill-only process automation, which help healthcare providers minimize manual labor, reduce errors, and improve accountability and compliance with vendor transactions. Their services extend beyond just providing software, as they work closely with healthcare teams to ensure seamless integration and continuous improvement in process management. Casechek positions itself as an essential partner for healthcare institutions aiming to enhance operational efficiency and cost management in surgical and supply chain processes.

📋 Description

• Establish and document scalable support processes, workflows, and SLAs • Define support coverage model, ticket routing, and escalation paths • Create and maintain a structured, usable knowledge base • Identify gaps and implement systems that improve efficiency and consistency • Define, track, and report on key support metrics including: • First response time • Time to resolution • Ticket volume and trends • Escalation rates • Customer satisfaction (CSAT) • Build dashboards and reporting to provide visibility to leadership • Use data to identify trends, root causes, and opportunities for improvement • Set team goals and hold the team accountable to performance standards • Lead, coach, and develop a small team of Customer Support Technicians • Set clear expectations and provide consistent feedback • Drive accountability, ownership, and strong communication across the team • Support hiring and scaling the team as the company grows • Act as escalation point for complex or high-impact customer issues • Ensure a consistently high-quality, empathetic, and professional support experience • Partner with Customer Success to align on customer health and retention • Partner with Product and Engineering to surface bugs and advocate for product improvements • Identify recurring issues and drive upstream fixes, not just reactive support • Collaborate with Implementation and Customer Success to improve the end-to-end customer journey

🎯 Requirements

• 4+ years in customer support leadership, with experience owning processes or leading initiatives • Experience building or improving support operations, not just working within them • Strong analytical mindset with experience defining and using KPIs to drive performance • Experience with support tools (Salesforce preferred, Talkdesk a plus) • Excellent communication skills and ability to influence cross-functional partners • Highly organized, accountable, and comfortable operating in ambiguity. • Experience in healthcare, supply chain, or healthcare SaaS (preferred) • Experience in a startup or scaling environment (preferred) • Prior people management experience or readiness to step into first formal leadership role (preferred)

🏖️ Benefits

• Competitive Salary and Annual Bonus – The salary range for this role is $80,000 - $100,000 • Opportunity for Long-Term Incentives (LTI) – Be part of our success with equity or long-term incentive plans that grow with the company. • 401(k) Match – Invest in your future with our generous matching program to help you build long-term financial security. • Work-from-Home Flexibility – Enjoy the freedom to work where you're most productive with a supportive hybrid (Chicago) or remote setup (National). • Flexible Time Off (Unlimited PTO) – Recharge and focus on what matters most with unlimited paid time off tailored to your needs. • Parental Leave – Take time to bond and care for your growing family with fully paid parental leave options. • Comprehensive Medical and Dental Benefits – Prioritize your health and well-being with premium plans for you and your family. • Brand-New Pro-Level Laptop – Equipped with top-tier tools and technology to set you up for success from day one. • Annual Education Budget – Expand your skills and knowledge with dedicated funding for courses, certifications, and learning resources.