Customer Support Manager

Position: Customer Support Manager at Nestmed
Lead the Customer Support team at Nestmed, making a real impact in healthcare with our AI platform. This hands-on management role emphasizes team development and technical resolution.

In this managerial position at Nestmed, you will oversee a team of Technical Customer Support Specialists while serving as the technical escalation point for complex issues. You'll shape performance expectations, develop processes, and foster a culture that values accountability while driving high-quality support for thousands of clinicians.

Key Responsibilities:

• Manage and coach Technical Customer Support Specialists

• Develop and maintain support processes and standards

• Implement team performance metrics and KPIs

• Address escalated tickets requiring in-depth technical investigation

• Collaborate with cross-functional teams for improved client experiences

Requirements:

• 5+ years in customer or technical support, with 2 years in management

• Proven ability in developing a strong team culture

• Experience building support workflows and triage processes

• Strong technical skills for diagnosing issues and writing bug reports

• Proficient in Zendesk or similar support tools

Embrace the challenge of supporting crucial healthcare solutions while nurturing a client-centered culture at Nestmed.
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