Manager, Customer Support
: Job Details :

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice, management, data, and billing solutions drive exceptional critical and financial outcomes.Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more officiant, improve revenue, and enable them to focus on patient care.For more information, explore our solutions at therapybrands.com.Job DescriptionThe Customer Support Lead will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.PRIMARY RESPONSIBILITIES OF THIS POSITION Mentor and develop a team of Customer Care Specialists through training and guidance around industry-leading best practices for customer support and de-escalation Mentor and develop Team Leads Serve as a daily point of contact for customer escalations to ensure gold standard customer service Assist in the establishment and subsequent execution of efficient and balanced workflows that maximize efficiency and produce high levels of quality support and customer satisfaction Monitor queues to ensure service level objectives are being met, suggest, or take any necessary action to course correct any deficiencies in this performance Schedule appropriate number of resources to cover hours of operation and after hours/holidays if necessary Identify and foster team and individual growth opportunities in conjunction with the strategic vision of the Customer Experience leadership team Increase customer satisfaction, loyalty, and advocacy Build a bridge between teams to improve internal processes, the customer experience, or foster collaborative efforts. Guide team in effective customer issues resolution including escalations When necessary, facilitate information sharing sessions such as lunch and learns to help new team members with any hurdles they are experiencing Develop listening points in the customer journey, define segmentation ofcustomer base and varying strategies, and identify opportunities for continuous improvement Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation/Training Knowledge Base Content creation and ability to develop/update SOPsQUALIFICATIONS Strong communication and leadership skills with the ability to motivate a team Strong analytical skills A drive to make a positive impact on the people and culture where you work Excellent written communication and verbal skills, as well as strong listening skills Possesses strong customer relation skills Subject Matter Expert in at least 1 to 2 products Ability to handle multiple competing priorities Must speak fluent English Perform in an effective and timely manner all the tasks required Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, and drawing valid conclusions Methodically resolve complex operational issues Experience working remotely and/or with distributed teams is a must Infrequent/occasional travel may be required for initial training and/or annual retreatsCore Competencies Needed for Success in the Role Outstanding leadership skills Outstanding communication skills Outstanding interpersonal skills Outstanding customer service skills Advanced process improvement skillsAdditional InformationWhile we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate-apply today and let's explore the exciting possibilities together! All your information will be kept confidential according to EEO guidelines.At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren't just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. Therapy Brands is an equal opportunity employer.