Vendor Support Operations Lead

Job not on LinkedIn

🔥 10 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $70k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Banyan Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

🏢 Enterprise

💰 $20k Debt Financing on 2023-01

B2B • Enterprise

Banyan Software is a company dedicated to acquiring and nurturing successful enterprise software businesses, preserving the legacy of founders while fostering growth and innovation. Founded in 2016, Banyan adopts a buy, hold and grow for life strategy, focusing on businesses that dominate niche markets. With a global workforce of over 750 employees across the US, Canada, UK, Europe, Australia, and New Zealand, Banyan aims to provide a permanent home for these software companies, supporting their employees and customers in the process.

📋 Description

• Monitor the support queue in real time and manage daily workload, staffing coverage, and ticket flow • Write, organize, and maintain SOPs and Confluence documentation • Define, document, and enforce best practices for ticket handling, tone, escalation, and quality • Serve as the subject matter expert on OR TRAX support processes, product behavior, and edge cases • Take ownership of day-to-day execution and provide leadership with regular performance and issue updates • Coach support team members and provide day-to-day guidance and quality feedback • Work phones and tickets directly during volume spikes, coverage gaps, or urgent issues • Handle escalated issues when needed • Design and run onboarding and training for new and existing team members • Manage support tools and platform configuration, including macros, routing rules, and tagging • Represent support in product and engineering discussions about bugs and feature gaps • Identify recurring issues and process gaps and drive fixes with product or other teams • Report team performance, trends, blockers, and success metrics to leadership

🎯 Requirements

• 3-5+ years of experience in customer or technical support, ideally with team lead, senior agent, or shift lead experience • Strong writing and documentation skills; ability to build and maintain SOPs and Confluence pages • Experience monitoring live queues or dashboards and making real-time staffing or escalation decisions • Track record of setting and enforcing best practices and quality standards • Ability to quickly become the subject matter expert on a product and its processes • Ability to run day-to-day operations independently with minimal oversight • Healthcare or regulated-industry experience is a plus, but not required • Experience with JIRA Service Management or Confluence specifically is nice to have • Experience supporting non-consumer customers such as reps, contractors, or field personnel in controlled environments is nice to have • Experience building a support function from an early or informal stage into a documented, repeatable one is nice to have

🏖️ Benefits

• Clear path to a management position • Opportunity to help launch new initiatives like omnichannel support and chatbots • Ownership from Day One • Work that directly impacts patient care, hospital efficiency, and surgical safety • Fun, driven team environment • Equal employment opportunity and inclusive workplace