Manager, Customer Support
Heidi Health
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Hire, lead, coach, and develop Enterprise Customer Support Specialists and Customer Support Engineers, setting clear expectations for quality, and customer communication.
- Support senior ICs in handling complex investigations, high-risk clinical scenarios, and technically challenging cases.
- Provide regular 1:1s, feedback, and development support, helping individuals grow in depth, confidence, and decision-making.
- Assess agent performance against expectations and competencies, owning performance assessments and development planning.
- Act as a senior escalation point for complex, sensitive, or high-impact customer issues. Guide customers and internal teams through challenging situations with calm, clarity, and sound judgment.
- Own day to day L2 operational health for your region, including capacity, coverage, attainment of Key Business Metrics and workflow efficiency.
Requirements
- 4+ years experience working as a manager in a customer support/technical support service capacity - SaaS, HealthTech, or high-trust environments highly desired but we’re open to speaking to people from all CS backgrounds.
- Experience hiring, onboarding and managing senior support roles, such as enterprise specialists or support engineers.
- Proven success handling complex troubleshooting, escalations, and high-impact customer situations.
- Experience working cross-functionally with Sales, Customer Success, Product and Engineering teams.
Benefits
- Additional paid day off for your birthday and wellness days
- A generous personal development budget of $500 per annum
- Opportunity to create a global impact as part of a healthtech startup
- Fast track career opportunities if you have an impact quickly
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer support managementtechnical supporttroubleshootingescalation managementperformance assessmentdevelopment planningworkflow efficiencycapacity managementcoverage managementKey Business Metrics
Soft Skills
leadershipcoachingcommunicationdecision-makingproblem-solvingcalmness under pressureclaritysound judgmentinterpersonal skillsfeedback delivery