Manager, Customer Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Boostlingo

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

⚖️ Legal

💼 Consulting

💰 Private Equity Round on 2021-08

Healthcare • Legal • Consulting

Boostlingo is a comprehensive language interpretation and management platform designed to bridge language barriers through innovative technology solutions. It provides a wide range of interpreting services such as On-Demand Video Remote Interpretation (VRI), Over-the-Phone Interpretation (OPI), and remote simultaneous interpretation, supported by a vast network of interpreters in over 300 languages. Boostlingo also specializes in AI-driven translation, captioning, and transcription services. Serving various industries including healthcare, legal, non-profit, business, education, and government, Boostlingo ensures compliance with privacy and industry-specific regulations, such as HIPAA. With an easy-to-use platform, it helps organizations manage interpreter scheduling, analytics, and billing, providing a reliable and efficient interpretation management system.

📋 Description

• Manage a team of 3 to 7 technical support specialists • Lead and grow the team through regular 1:1s, mentoring, skills development, and Quarterly Growth Alignments • Own team OKRs and align them with company priorities • Run ticket reviews, co-work tickets, record walkthroughs, and drive quality assurance • Turn recurring issues into documented procedures and preventative checks • Build AI-assisted QA with the Technical Support Operations Lead • Serve as an escalation point for internal and external stakeholders • Join strategic client calls and represent Support on site when needed • Partner with onboarding, sales, account management, Engineering, and Product • Triage engineering tickets and advocate for client needs and internal tooling • Share ownership of 24/7 support, 7-7 intake, and event coverage • Collaborate with BPO partners and report against support OKRs • Undertake assigned projects and identify additional opportunities • Support inbound tickets in Intercom, live-event chats, Zoom calls, intake, defect reproduction, log investigation, and client integrations

🎯 Requirements

• 3+ years leading a team that resolves customer or end-user technical issues • 2+ years as a direct people manager, including hiring, 1:1s, and performance conversations • Experience running escalations directly with client stakeholders, including senior contacts • Experience managing people directly and taking ownership of escalations • Technical understanding sufficient to coach support representatives • Ability to identify recurring issues, use tickets and data, and create documented procedures • Ability to design coverage across 24/7 support, intake, and events • Ability to use AI and automation to reduce repetitive work and measure quality • Preferred: experience managing distributed or multi-time-zone teams, including BPO partners • Preferred: enterprise healthcare experience, especially integrations or healthcare workflows • Preferred: quarterly reviews and strategic OKRs • Preferred: working knowledge of Twilio, SIP, WebRTC, or similar communications technology • Preferred: hands-on experience with APIs, SQL, or light coding • Preferred: experience with Intercom and AI in support workflows • No relocation or sponsorship offered • C2C candidates will not be utilized

🏖️ Benefits

• Hybrid/Remote working arrangements • Robust benefits offerings, including 401(k) plan with match • Flexible PTO • Values and mission-based ethos • Fun, energetic environment with an incredible culture • 24/7 support coverage structure • AI and automation integrated into day-to-day work

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