Customer Support Manager

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🔥 13 hours ago

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Practice EHR

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

⚕️ Healthcare Insurance

☁️ SaaS

🤖 Artificial Intelligence

Healthcare Insurance • SaaS • Artificial Intelligence

Practice EHR is a comprehensive electronic health record (EHR) software solution designed specifically for medical professionals. It offers an array of features that streamline practice management, including scheduling, e-prescribing, billing, and reporting. With a user-friendly interface and cloud-based accessibility, Practice EHR allows healthcare providers to focus more on patient care and less on administrative tasks, making it suitable for practices of any specialty and size.

📋 Description

• Oversee the customer support department's operations, ensuring that the team provides the highest level of service to our customers. • Manage a team of customer support representatives supporting Practice Better's growing practitioner base. • Handle 4,000+ monthly inquiries across email and calls, supporting both practitioners (nutritionists, coaches, therapists) and their clients. • Develop and implement customer service policies and procedures. • Work closely with other departments to resolve customer issues efficiently and effectively. • Transition into the role as a Team Lead with direct support from the Senior Manager of Customer Support for the first 90 days. • Lead, coach, and develop the Customer Support team through hiring, training, regular 1:1s, clear and actionable feedback, and performance conversations that drive growth and accountability. • Foster a culture of psychological safety, trust, and empathy. • Manage daily operations of support queues to ensure timely, high-quality support. • Develop and implement Customer Support policies, procedures, and standards to improve customer satisfaction, efficiency, and consistency.

🎯 Requirements

• 2+ years of relevant experience in Customer Support within a B2B SaaS environment • A people-first leadership mindset with the ability to balance empathy and accountability • Strong emotional intelligence and communication skills, including the ability to navigate challenging conversations with clarity and confidence • Comfort leading teams through operational change without defaulting to “this is how we’ve always done it.” You think critically about how processes can be improved for both customers and the team. • Proven ability to collaborate with other cross-functional teams and manage multiple priorities while providing an excellent level of customer service • Analytical, curious, and adaptable—you seek solutions, not perfection, and are comfortable operating in a fast-moving, growth-stage environment. • A strong sense of ownership and accountability for team performance, customer outcomes, and continuous improvement. • Experience working with modern support and collaboration tools (Zendesk, Ada chatbot, Slack, HubSpot, Guru, Notion, Sigma, Google Suite)

🏖️ Benefits

• Health, dental, and vision coverage from day 1 • RRSP matching • Generous paid parental leave • Annual learning stipends • Unlimited vacation • Company RRSP program with employer-matched contributions • $750 annual Health & Wellness Allowance • $1,000 annual Learning & Development Allowance • $500 annual Home Office Allowance • Sprout Family: personalized support for family-building and fertility journeys • Inkblot: confidential, digital mental health support from licensed professionals • Company-wide holiday closure in December • Regular virtual company-wide events, lunches, and team socials to stay connected