Support Manager – Customer Experience, Operations

Job not on LinkedIn

13 hours ago

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $120k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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HireNow Staffing, Inc.

WebsiteLinkedInAll Job Openings

Healthcare Insurance • Recruitment • Healthcare

HireNow Staffing, Inc. is a leading healthcare recruitment agency that provides specialized staffing solutions for healthcare professionals. The company focuses on connecting qualified candidates, including nurses and administrative staff, with hospitals, clinics, and healthcare facilities across the nation. HireNow Staffing is committed to delivering efficient, tailored recruitment services to meet the unique staffing needs of the healthcare industry.

2 - 10 employees

Founded 2022

⚕️ Healthcare Insurance

🎯 Recruiter

📋 Description

• Build the Support Function from Scratch • Create scalable workflows, SOPs, quality standards, and escalation processes to support repeatable, reliable customer experiences. • Establish and document support best practices for both frontline and tiered teams. • Serve as a hands-on support expert, managing real customer conversations in the early stages while designing the long-term structure. • Recruit, train, mentor, and performance-manage an expanding support team. • Define, monitor, and continuously improve key KPIs including SLAs, CSAT, FCR, response time, and team efficiency. • Use data to refine workflows, identify patterns, and drive continuous improvement. • Select, configure, and manage support platforms, ticketing systems, and communication tools including AI and automation to scale effectively without losing the human touch. • Build out knowledge management and self-service resources. • Partner closely with Product, Engineering, and Operations to share customer insights, escalate critical issues, and help influence product evolution. • Support a function that operates when customers operate including occasional evenings, weekends, or holidays during peak periods.

🎯 Requirements

• 5-8 years of experience in customer support, customer success, or service operations roles. • 2+ years managing a customer support team , ideally in a high-growth or startup environment. • Demonstrated success building or scaling a support function (team, systems, workflows, metrics). • Background supporting SMB customers within technical product environments (POS, SaaS, logistics, or e-commerce strongly preferred). • Deep knowledge of support analytics and operational KPIs, including SLAs, CSAT, and team productivity metrics. • Experience implementing or leveraging AI/automation tools within support workflows. • Familiarity with HubSpot Help Desk or similar support CRM platforms. • Exceptional communication skills, emotional intelligence, and a customer-first mindset. • Proven ability to perform effectively as a player-coach , balancing leadership with direct support responsibilities.