Customer Support Manager
Virtual Vocations Inc
Leading a team of Technical Customer Support Specialists, the full-time remote Customer Support Manager will oversee team performance, develop support processes, and handle complex technical escalations in a healthcare-focused environment. Key responsibilities Manage, coach, and develop a team of Technical Customer Support Specialists, fostering a culture of accountability and empathy Build and maintain support processes, including escalation paths and performance metrics, to ensure high-quality service delivery Step in on complex technical issues, translating user-reported problems into actionable insights for the engineering team Required qualifications 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS Proven track record in people leadership, with experience coaching Support Specialists and developing team culture Experience building or overhauling support workflows, with a strong understanding of triage, escalation, and documentation best practices Technical proficiency in diagnosing issues and writing coherent bug reports, with the ability to communicate effectively with engineering teams Familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
Vacancy posted 5 days ago
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