Senior Manager, Support Operations

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

📋 Description

• Guide, mentor, and nurture Customer Support Managers.

• Set clear expectations, decision-making authority, operational rhythms, accountability, collaboration, ongoing learning, and trust.

• Oversee and expand support operations for Receptive’s telehealth brands.

• Act as the operational expert on insurance-related support workflows.

• Develop playbooks, escalation procedures, and ensure ownership for benefit verification, prior authorizations, claim denials, and payer information requests.

• Leverage service, quality, productivity, and client experience metrics for workforce planning, scheduling, coverage, and operational decisions.

• Implement quality assurance measures across email, chat, and phone support.

• Analyze support findings and trends to enhance communication, pinpoint training and process gaps, and minimize recurring issues.

• Manage strategy and governance for Zendesk macros and internal knowledge assets.

• Explore and pilot AI, automation, intelligent routing, self-service, and other technologies while ensuring human oversight and compliance with healthcare privacy, security, and clinical boundaries.

• Serve as a senior escalation contact.

• Enhance cross-functional collaborations and feedback loops.

• Evaluate the support operating model and recommend prioritized improvement initiatives.

• Define operating standards, priority workflows, escalation procedures, cross-functional transitions, and leadership routines.

• Enhance transparency regarding service performance, workload, backlog, and recurring issues.

• Establish sustainable quality assurance, macro governance, knowledge management practices, and effective AI, automation, or self-service solutions.

⛳️ Requirements

• 3–5 years of experience in managing remote customer support or support operations within telehealth or a similar healthcare setting.

• Proven experience in developing frontline managers.

• Experience in a startup or fast-growing organization is preferred.

• Strong proficiency in Zendesk, including workflows, macros, reporting, quality practices, and knowledge management.

• Track record of successfully building scalable support operations.

• Familiarity with electronic health record or electronic medical record systems; experience with Healthie is a plus.

• In-depth knowledge of healthcare insurance operations, encompassing benefit verification, prior authorizations, claim denials, and payer requests for additional information or documentation.

• Understanding of healthcare compliance and the proper handling of sensitive client and provider data.

• Preferred experience in evaluating or implementing AI, automation, self-service, or other support technologies.

• Exceptional communication, change management, problem-solving, and cross-functional leadership abilities.

• Experience leading a seven-day support operation.

• Flexibility and sound judgment to address needs that may occasionally arise outside the standard schedule.

• Candidates located in the Eastern or Central time zones are preferred.

• Ability to adhere to a conventional Monday–Friday work schedule.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage with substantial employer contributions.

• 100% of the premium covered for employee coverage.

• 401k plan with a 4% employer match.

• Monthly wellness stipend.

• Annual learning and development budget.

• Flexible time off policy.

• Company-recognized holidays.

• Paid parental leave.

• Remote-first work environment.