Senior Manager of Support Operations

To scale support operations across telehealth brands, the full-time Senior Manager of Support Operations will lead and develop customer support teams, optimize workflows, and implement quality assurance practices in a fully remote environment. Key Responsibilities Lead, coach, and develop Customer Support Managers to enhance their leadership capabilities and operational effectiveness Build and optimize support operations by establishing playbooks and overseeing workforce planning and scheduling Strengthen quality assurance and knowledge management practices, utilizing data to improve communication and reduce recurring issues Required Qualifications 3-5 years of experience managing remote customer support or support operations in a healthcare environment Solid experience with Zendesk, including workflows, macros, and reporting Strong knowledge of healthcare insurance operations and compliance Experience evaluating or implementing AI, automation, or other support technologies Proven ability to lead a seven-day support operation with flexibility to address varying needs