Maximus

Senior Manager, Customer Support

Maximus

full-time

Posted on:

Location Type: Remote

Location: California • New York • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $130,000 - $160,000 per year

Job Level

Senior

About the role

  • Lead and develop a 25+ person CS team (onshore + offshore), building a strong leadership bench (managers, team leads).
  • Establish clear performance standards, career ladders, and coaching/development/training programs.
  • Own SLAs, KPIs (CSAT, NPS, resolution time, first contact resolution), and workforce management.
  • Implement automation, macros, and tools to improve efficiency and scalability.
  • Introduce QA programs, escalation frameworks, and training processes to standardize excellence.
  • Serve as the voice of both the patient and CS reps cross-functionally, partnering with Product, Engineering, Clinical, and Supply Chain.
  • Ensure a seamless, empathetic, and efficient experience across all patient touchpoints.
  • Define and execute the vision for scaling CS and leveraging AI as we 2-3X patient volume.

Requirements

  • 8+ years in Customer Support with 3–5+ years leading teams at scale both onshore and offshore
  • Must have: experience leading Customer Support in a DTC (direct-to-consumer) company
  • Must have: experience leading Customer Support in a Telehealth company
  • Proven track record scaling CS/Support orgs of 20+ reps in a high-growth company (healthcare or tech a plus).
  • Strong operational and systems orientation: workforce management, QA, automation, process design.
  • Excellent cross-functional collaborator with Product, Ops, Marketing, and Clinical teams.
  • Data-driven and analytical; comfortable using metrics to manage performance.
  • Customer-first mindset combined with business pragmatism.
  • Experience with Intercom, Zendesk or similar CS platforms required.
Benefits
  • Premium Blue Shield Platinum PPO & HMO Plans (up to 80% premium coverage)
  • Full Suite: Medical, Dental, Vision, Life Insurance
  • Best-in-class 401K options
  • Flexible vacation/time-off policies
  • Liquidity of options whenever available
  • Extended options exercise window for loyal employees (3 months for every year of service; e.g. 1 year for 4+ year employees)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportworkforce managementquality assuranceautomationprocess designdata analysisperformance metricsscaling support organizationsteam leadershiptraining program development
Soft Skills
cross-functional collaborationcustomer-first mindsetempathetic communicationoperational orientationbusiness pragmatismcoachingdevelopmentstandardizationproblem-solvingleadership