Support Manager, SmarterDx

• SmarterDx is seeking a servant leader with a proven track record of leading technical support functions to serve as the Manager of Customer Support.
• 6+ years experience leading customer service teams within the healthcare industry, specifically within the revenue cycle management space
• 4+ years of experience creating and optimizing support triaging processes
• Must have strong experience in at least one of the following:
• Creating Key Performance Indicators (KPIs) and measuring team performance against published metrics
• Startup experience, especially at a healthcare or health tech organization
• Leading support or customer service functions through acquisitions and/or rapid organizational changes
• Excellent communication skills, with experience creating and presenting reports to executive teams
• Well-versed in Zendesk, Jira or similar ticketing tools for issue tracking, workflow management, and operational support
• Excellent time management and prioritization skills in a remote environment

Desirable

• In this role, you will optimize how SmarterDx manages our clients’ support needs
• Most of our day-to-day customers are clinical documentation improvement specialists and coders at US health systems
• Streamlining their work is an essential component of what we do at SmarterDx, and in this role, you will lead our Support function by managing a team of Support Analysts, leveraging new tooling to augment existing triaging processes, and ensuring our cross-functional teams are meeting our customers’ needs based on input from our Customer Success Managers and our shared goal of delighting our customers
• You will partner with leads across our Product Management, Customer Success, Implementation, Clinical, and Engineering functions to ensure alignment on prioritization and urgency of customer requests and advocate for the resolution of issues that impact the customer experience
• Lead, hire, and develop a team of support analysts who care deeply about the customer experience and are responsive to rapid feedback and coaching
• Develops an advanced understanding of all SmarterDx applications, using this knowledge to guide support strategies and augment how Support Analysts leverage our tech stack to optimize the customer experience
• Create and implement strategies that allow the Support team to stay up-to-date on functionality of new and existing product offerings, with a bias towards leveraging technology on repetitive, labor-intensive tasks and leveraging specialized teams to solve more nuanced and complex issues
• Collaborate with cross-functional teams, including Product Management, Customer Success, Implementation, Clinical, and Engineering to ensure alignment and close coordination and progress towards shared company goals
• The hours for this role are 8am-5pm PT or 11am-8pm ET