Manager, Customer Support

Manager, Customer Support

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a delightful world-class experience that empowers physicians to deliver phenomenal care to patients and we plan to keep it that way by continuing to help them overcome challenges. We’ve enjoyed considerable growth and are now looking for an exceptional individual to join our team as a Manager of Customer Support.

Elation Health is looking for a Manager of Customer Support who will report to our Director of Customer Support and will be instrumental in building a strong team culture while driving both team performance and evolving our support model. 

As a Support Leader at Elation Health, you will be responsible for leading and managing a team of support professionals in resolving root cause, while delivering an exceptional customer service experience. Your role will involve providing guidance, mentorship, and direction to ensure the team's success in meeting performance goals and delivering outstanding customer service. You will actively engage with both technical and non-technical stakeholders, employing effective communication and interpersonal skills to build relationships and convey complex technical concepts in a clear and understandable manner. Additionally, you will foster a customer-centric environment, prioritize customer satisfaction, and champion improvements within the support center. Adaptability and flexibility are vital attributes as you navigate the evolving landscape of technology and proactively embrace changes and emerging trends.

Roles and Responsibilities:

• Lead and manage a team of support professionals, including resource allocation, task assignment, and performance management.
• Set performance goals and motivate the team to achieve targets, ensuring high-quality support services are delivered.
• Provide clear direction, mentorship, and support to team members, fostering a positive work environment that promotes growth and collaboration.
• Communicate effectively with stakeholders, both verbally and in writing, using active listening, empathy, and clear communication to understand and address their needs.
• Convey complex concepts in a clear and understandable manner, adapting communication style to suit various audiences.
• Build and maintain strong relationships with customers, team members, and other departments to facilitate effective collaboration and cooperation.
• Champion a customer-centric approach, emphasizing excellent customer service and satisfaction.
• Understand customer needs and expectations, advocate for customer-centric improvements within the support center, and implement feedback mechanisms.
• Stay updated with emerging technologies, industry trends, and best practices in technical support, and share knowledge with the team.
• Demonstrate adaptability and flexibility in managing unexpected situations, adjusting strategies, and embracing changes in priorities.
• Continuously seek ways to enhance the customer experience and improve support center operations.

Professional Qualifications

• Previous experience in a leadership or management role in a support environment.
• Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts clearly and concisely.
• Strong interpersonal skills, including active listening, empathy, and relationship-building capabilities.
• Customer-focused mindset, with a passion for delivering exceptional customer service and driving customer satisfaction.
• Demonstrated ability to lead and motivate a team to achieve goals and deliver high-quality results.
• Proven adaptability and flexibility in a fast-paced and evolving landscape.
• Knowledge of emerging technologies, industry trends, and best practices in technical support.
• Bachelor's degree in a relevant field or equivalent work experience.

Shift: 9AM -6PM PT or 12PM-9PM ET

Salary: $90,000- $105,000/yr

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.