Technical Support Manager

Job not on LinkedIn

🕒 September 17

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $90k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 0%

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QCSS Health

WebsiteLinkedInAll Job Openings

1 - 10 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

QCSS Health is a company that specializes in providing custom technology solutions to improve the management of Managed Long Term Services and Supports (MLTSS) and integrated care programs. Their expert-built platforms, such as the Assessment Editor and Analyzer, Time-Tasking Validator, and Financial Forecaster, are designed to enhance data accuracy, streamline operational efficiency, and ensure precise financial analysis and reporting. These solutions help healthcare payers optimize service utilization, improve care management, and ultimately enhance both health and financial outcomes by resolving inconsistencies, ensuring valid reimbursements, and integrating social determinants of health into care plans.

📋 Description

• Lead and manage day-to-day support desk operations across client health plans • Own response times, resolution times, SLA compliance, and overall service quality • Serve as the escalation point for customer issues and critical incidents • Investigate, troubleshoot, and resolve complex customer and application issues • Monitor support workload, ticket trends, and operational metrics • Administer and optimize Jira Service Management • Develop dashboards, reports, and KPIs to analyze support performance • Partner with Product, Engineering, Customer Success, and Implementation teams • Build and maintain support SOPs, internal documentation, and customer-facing Knowledge Center content • Lead process automation, workflow optimization, and operational efficiency initiatives

🎯 Requirements

• Bachelor's degree or equivalent combination of education and experience • 5+ years of experience in SaaS customer support, technical support, customer success operations, or service desk management • 2+ years of experience leading or managing customer support teams • Strong experience working with Jira Service Management or similar help desk platforms • Proven ability to manage support operations and service delivery metrics • Experience building and improving customer support processes • Strong problem-solving, organizational, and analytical skills • Exceptional verbal, written, and presentation communication skills • Candidates must undergo a pre-employment background check • Employees are subject to annual screening against Federal Healthcare Programs and State Medicaid Programs exclusion lists

🏖️ Benefits

• Remote work arrangement • Travel required less than 10% of the time to attend periodic in-person company meetings • Equal Opportunity Employer supporting diversity in the workforce

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