Manager of Customer Support, Technology

We're seeking a dynamic and innovative leader to pioneer our customer support function. As the inaugural Manager of Customer Support, you'll have the exciting opportunity to build our support system from the ground up, encompassing the implementation of ticketing system and processes, SLAs, escalation pathways, playbooks, and team management. This role is perfect for a visionary who can create robust support processes for our suite of healthcare technology products, including population health analytics, risk adjustment, and value-based care EMR.

If you are passionate about delivering exceptional customer experiences, have a strong background in healthcare technology, and excel in using modern support tools, we invite you to join our mission at Intus Care.

What We Do:

Intus Care is a leading healthcare analytics platform dedicated to transforming care for PACE programs. By synthesizing complex healthcare data, we help identify risks, visualize trends, and optimize care delivery. Our platform empowers care providers to prevent high-risk events while equipping executives with the insights needed to make data-driven decisions based on comprehensive clinical and operational information. Our mission is to drive high-value, multidisciplinary care for older adults through actionable data.

In addition to our analytics solutions, we offer a range of consulting and technical support services for both new and established PACE programs as they grow and adapt to meet the needs of their communities.

In This Role You Will:

• Leadership and Team Development : Build and manage a customer support team, fostering a culture of excellence and continuous improvement.

• Customer Experience : Develop a deep understanding of our client’s best practices and workflows and proactively handle complex customer inquiries and escalations, ensuring prompt and effective resolutions while delivering a best-in-class experience through clear communication.

• Process innovation : Design, implement, and refine comprehensive support workflows, processes, and playbooks. Leverage customer feedback to continuously enhance service delivery and operational efficiency.

• Cross-functional Collaboration : Work closely with product, engineering, customer success, and implementation teams to relay customer insights and advocate for product enhancements based on user feedback.

• Strategic Planning : Contribute to the strategic direction of customer support, including forecasting resource needs and managing the support budget.

• OKR Development : Develop key OKRs to improve customer experience metrics and support Service Level Agreements (SLAs), ensuring alignment with overall company goals.

• Incident Management : Oversee the incident management process, ensuring quick resolution of critical issues and effective communication with customers during outages or service disruptions.

Qualifications:

• Experience : A minimum of 5 years in creating customer support processes in a SaaS environment, including at least 2 years in a leadership capacity. Experience in the healthcare sector, especially with EMR systems, is strongly preferred.
• Technical Skills :
  • Proficiency with Jira Service Management or similar ticketing systems
  • Experience with incident management tools and processes
  • Experience with customer satisfaction surveys (CSAT) and related reporting tools
  • Familiarity with knowledge base systems and self-service portals
  • Understanding of SaaS architectures and common technical issues
• Soft Skills :
  • Strong written & verbal communication and interpersonal skills, proven to build relationships across departments and clients.
• Incident Management :
  • Experience in setting up and managing incident response processes
  • Ability to lead cross-functional teams during critical incidents
  • Skilled in post-incident reviews and implementing lessons learned

Impact and Expectations:

The successful candidate will be expected to:

• Enhance customer satisfaction and retention rates through effective support strategies.
• Develop a scalable support infrastructure that aligns with company growth.
• Foster a collaborative environment that bridges customer support with product development.
• Achieve established OKRs to drive improvements in customer experience and adherence to support SLAs.
• Implement and optimize Jira Service Management and other support tools to improve team efficiency and customer satisfaction.

What We Offer:

• A chance to be a part of a trailblazing team in healthcare technology
• Competitive salary package
• Comprehensive benefits including health, dental, and vision insurance
• A collaborative, inclusive, and dynamic work environment
• Opportunities for professional growth and development

Company Core Values:

• Take Ownership for Your Responsibilities and Outcomes
• Think With Data First
• Be Passionate About Impact
• Take Strides Toward Growth and Innovation
• Be Supportive Of Each Other

Salary Range: $90,000 - $130,000
Location: USA-based Remote

Intus Care is an equal opportunity employer and prohibits discrimination against persons of any kind on the basis of race, color, religion, gender, sexual orientation, nation of origin, age, disability, and genetics.