Customer Operations & Support Manager
Medefy Health
full-time
Posted on:
Location Type: Remote
Location: Remote • Oklahoma • 🇺🇸 United States
Visit company websiteSalary
💰 $95,000 - $120,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudTableau
About the role
- Lead and scale a high-performing Customer Operations & Support team.
- Ensure support operations are efficient and continuously improving.
- Serve as an escalation point for complex member and customer issues.
- Build customer-centric operations and resolve high-stakes situations.
- Manage and inspire a team of frontline operations & support specialists.
- Oversee daily operations & support and ensure SLAs are consistently achieved.
- Design and maintain operations & support playbooks and training curricula.
- Build and maintain configuration documentation and quality assurance protocols.
Requirements
- Bachelor’s degree in business, communications, or related field (or equivalent experience).
- 5+ years in customer support or service operations.
- 2+ years in a leadership or people-management role within SaaS, healthcare, or benefits tech.
- Experience handling executive-level or VIP customer escalations.
- Proficiency in support platforms such as Zendesk, Intercom, Freshdesk, or Salesforce Service Cloud.
- Comfortable using reporting tools and dashboards (e.g., Looker, Tableau, Excel/Sheets).
Benefits
- Competitive salary
- Health insurance
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supportservice operationsleadershippeople managementescalation handlingreporting toolsdashboards
Soft skills
team managementcustomer-centric operationsproblem-solvingcommunicationinspiration