Sr. Manager of Customer Support

Senior Manager of Customer Support
Location: New York City (Hybrid)
Job Summary:
We're seeking a Senior Manager of Customer Support to oversee and scale our growing support teams, which include Benefits Support, Customer Support, and Technical Support. The Sr. Manager of Customer Support will report to the VP of Client Services and be responsible for building and nurturing a high-performing team, optimizing support processes, and leveraging tools to deliver world-class customer experiences.
If you're a strategic leader with a hands-on approach, experience scaling support teams, and expertise in implementing/configuring tools like Intercom, Aircall, and Zendesk, we want to hear from you!
Key Responsibilities:
Team Leadership & Development:

• Lead and mentor a growing team of support professionals across Benefits Support, Customer Support, and Technical Support.
• Foster a culture of excellence, accountability, and collaboration within the team.
• Identify skill gaps and provide ongoing training and development opportunities.

Operational Strategy & Scaling:

• Develop and execute strategies to scale support operations effectively as the company grows.
• Define and monitor KPIs and SLAs to ensure a consistently high level of customer satisfaction and operational efficiency.
• Manage staffing, resource allocation, and forecasting to meet demand.

Technology & Tools Implementation:

• Evaluate, implement, and optimize support tools such as Intercom, Zendesk, or similar platforms.
• Collaborate with internal teams to configure tools to meet the needs of customers and support agents.
• Leverage data and automation to drive efficiency and improve response times.

Cross-Functional Collaboration:

• Partner with Product, Data, Sales, Marketing, and Customer Success teams to address customer needs and improve workflows.
• Act as the voice of the customer and provide insights on trends, recurring issues, and opportunities to enhance Healthee's offerings.

Qualifications:

• 5+ years of experience in customer support, with at least 3+ years in a leadership role overseeing multiple teams.
• Proven track record of scaling support operations in a fast-paced, high-growth environment.
• Strong leadership and team-building abilities, with a focus on coaching and developing talent.
• Exceptional operational and strategic planning skills, focusing on efficiency and customer satisfaction.
• Hands-on experience implementing and optimizing tools like Intercom, Zendesk, or similar platforms.
• Customer-obsessed, with a passion for delivering exceptional experiences.
• Analytical and data-driven, with the ability to use insights to inform decisions.
• Proactive and adaptable, with a problem-solving attitude and a willingness to roll up your sleeves.
• Experience supporting a B2B2C or B2C platform.

Nice to have:

• Experience in the benefits or healthcare space.
• Bilingual (English and Spanish).

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Training & Development
• Hybrid Work
• Wellness Resources
• Stock Option Plan

Salary:
For New York City-based hires only: Compensation Range: $150k base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes the opportunity to receive equity based on the Company's plans and in accordance with the Company's policies. Compensation finally awarded to the candidate will be commensurate with the candidate's skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations.