Senior Manager, Customer Support
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Job Description
Senior Manager of Customer Support leading a team of 25+ in a telehealth company. Focusing on patient experience, operational efficiency, and cross-functional collaboration.
Responsibilities:
- 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)
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