Customer Support Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee, mentor, and nurture a team of Technical Customer Support Specialists

• Establish and uphold escalation pathways and triage systems

• Create and manage team performance indicators

• Assist with complex tickets requiring in-depth technical analysis

• Work collaboratively with Product, Engineering, and Implementation teams

• Collaborate with the recruitment team for hiring and onboarding processes

• Exemplify patience, empathy, and high communication standards

⛳️ Requirements

• 5+ years of experience in customer or technical support

• Minimum of 2 years leading a support team in the healthtech or healthcare SaaS sector

• Proven track record in people leadership

• Strong process-oriented mindset

• Demonstrated Level 2 technical expertise

• Familiarity with clinical contexts

• Proficiency in Zendesk

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities