Manager, Technical Support

Employer Industry: Telehealth and Healthcare Technology

• Salary up to $119,000
• Opportunity for annual bonuses based on company and employee performance
• Flexible Personal Time Off (Vacation time) and work‑life flexibility, including Summer Fridays and designated Mental Health Days
• Comprehensive benefits package including competitive healthcare, dental, and vision insurance plans
• Support for personal development through a Tuition Assistance Program and various employee wellness initiatives
• Collaborative and inclusive work culture focused on employee growth and innovation

• Oversee a team of Level 2 Technical Support Specialists focused on enterprise client support
• Manage case queues to ensure timely and high‑quality resolution of cases
• Lead critical and high‑priority cases, collaborating with internal and external stakeholders
• Define and analyze customer support success metrics to drive continuous improvement
• Develop process improvements and procedures to enhance the customer experience

• Minimum of 8 years of experience managing a high‑volume technical support team
• Minimum of 5 years of management or leadership experience
• Extensive experience with web and mobile application software support
• Proven ability to coach and mentor employees, with experience in training and development
• Bachelor’s degree in a technical discipline or relevant professional experience

• Master’s Degree/MBA and/or relevant certifications (PMP, CXPA)
• Experience using CRM Tools, preferably Salesforce
• Demonstrable experience driving automation and digital experience improvements
• High energy level and enthusiasm for fostering customer satisfaction
• Proven ability to lead strategic initiatives with limited involvement from leadership

#Telehealth #Healthcare Technology #Customer Support #Career Growth #Employee Benefits

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