Customer Support Manager

You will:

• Lead, mentor, and manage a team of support agents, ensuring they deliver timely, accurate, and friendly customer support across all channels (email, chat, etc.)
• Develop and implement support strategies, processes, and workflows to improve the efficiency and effectiveness of the customer support team
• Monitor key performance indicators (KPIs) such as customer satisfaction, response time, and resolution time, and take corrective actions as necessary
• Collaborate cross-functionally with other departments such as Product, Engineering, Customer Success, etc. to resolve complex customer issues and ensure continuous improvement of products and services
• Conduct regular training and development programs for support agents to keep them updated on product knowledge and best practices in customer service
• Handle escalated customer issues and complaints with professionalism and empathy, ensuring a quick and effective resolution
• Drive initiatives to improve customer satisfaction, retention, and loyalty
• Provide regular reports and insights to upper management on the performance and trends of the customer support function

What you bring:

• 5+ years of experience in customer support, with at least 2 years of experience managing a team of support agents
• Proven track record of success in a tech company or similar environment
• Strong leadership, coaching, and people management skills, with a passion for building high-performing teams
• Excellent communication skills, both written and verbal, with the ability to handle difficult situations and resolve conflicts effectively
• Analytical mindset with experience in using data to drive decisions and improve processes
• Bachelor’s degree is required
• Familiarity with customer support software, CRM systems, and tools
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
• Strong project management skills

What’s in it for you:

• Compassionate and driven colleagues in a fun environment where success is celebrated
• Direct access to executives and a transparent company culture
• Rare opportunity to change an industry and lives of millions
• We are reinventing healthcare / pharmacy - your (grand)parents and your (grand)children will understand and appreciate what you do
• Medical / Dental / Vision / 401K package that fits your needs
• Generous Vacation Policy - work hard and take time when you need it
• 11 Paid Holidays
• Work in a beautiful new office overlooking Tempe Town Lake