Customer Support Manager

Nimble is a healthtech company on a mission to simplify access, understanding and management of healthcare. We are starting by building the largest, most loved pharmacy business in the world. We are a fast-growing, technology-first startup driven by perfecting the patient and pharmacist experience. Nimble fosters a culture of collaboration, open communication and deliberate action that allows us to face today’s most exciting challenges head-on and grow incredibly quickly.

The Customer Support Manager will be responsible for overseeing the daily operations of our customer support team, ensuring they provide outstanding service while meeting KPIs. This role is perfect for a results-driven individual with leadership experience in the tech industry and a passion for creating positive customer experiences.

You will:

• Lead, mentor, and manage a team of support agents, ensuring they deliver timely, accurate, and friendly customer support across all channels (email, chat, etc.)
• Develop and implement support strategies, processes, and workflows to improve the efficiency and effectiveness of the customer support team
• Monitor key performance indicators (KPIs) such as customer satisfaction, response time, and resolution time, and take corrective actions as necessary
• Collaborate cross-functionally with other departments such as Product, Engineering, Customer Success, etc. to resolve complex customer issues and ensure continuous improvement of products and services
• Conduct regular training and development programs for support agents to keep them updated on product knowledge and best practices in customer service
• Handle escalated customer issues and complaints with professionalism and empathy, ensuring a quick and effective resolution
• Drive initiatives to improve customer satisfaction, retention, and loyalty
• Provide regular reports and insights to upper management on the performance and trends of the customer support function

What you bring:

• 5+ years of experience in customer support, with at least 2 years of experience managing a team of support agents
• Proven track record of success in a tech company or similar environment
• Strong leadership, coaching, and people management skills, with a passion for building high-performing teams
• Excellent communication skills, both written and verbal, with the ability to handle difficult situations and resolve conflicts effectively
• Analytical mindset with experience in using data to drive decisions and improve processes
• Bachelor's degree is required
• Familiarity with customer support software, CRM systems, and tools
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
• Strong project management skills

What's in it for you:

• Compassionate and driven colleagues in a fun environment where success is celebrated
• Direct access to executives and a transparent company culture
• Rare opportunity to change an industry and lives of millions
• We are reinventing healthcare / pharmacy - your (grand)parents and your (grand)children will understand and appreciate what you do
• Medical / Dental / Vision / 401K package that fits your needs
• Generous Vacation Policy - work hard and take time when you need it
• 11 Paid Holidays
• Work in a beautiful WeWork office overlooking Tempe Town Lake

At Nimble, we are dedicated to putting patients first and improving pharmacies across America. Join us on this exciting journey!

Diversity, inclusion and belonging at Nimble: Nimble is building a diverse and inclusive work environment where we learn from each other. We pride ourselves on being an equal opportunity employer and welcome people of diverse backgrounds, abilities and perspectives.