Customer Support Manager @ Human API

Customer Support Manager

Posted on 1/18/2023

INACTIVE

Locations

United States

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Zendesk

Requirements

1+ years experience leading and managing a customer support team, preferably supporting SaaS products
3+ years of experience as a customer support specialist prior experience using Zendesk, with an understanding of system configurations and/or admin permissions
Familiarity with a data-driven customer support model, leading with metrics such as IQS, CSATs, SLA adherence rates, etc
Top-notch oral, written, and interpersonal abilities
Ability to effectively multitask with an eye towards prioritization
Analytically minded and a desire to apply data wherever it can be leveraged
A strong growth mindset; you seek and appreciate constructive feedback

Responsibilities

Manage the customer support department's day-to-day functions, including daily written updates to the team, and reporting on key metrics and team priorities
Establish Internal Quality Score (IQS) and Customer Satisfaction Score (CSAT) frameworks
Ensure Standard Operating Procedures (SOPs) are written support workflows
Conduct monthly reviews and implement customer support processes to enhance customer satisfaction, and support quality and consistency
Set measurable quarterly goals for the Support Team and provide weekly progress reports to the Director of Operations
Monitoring trends in support requests in order to identify and characterize emerging bugs and general customer pain points
Respond to escalated customer support issues; manage internal and external stakeholder expectations
Escalate issues to engineering or product based on scope and potential impact
Optimize tools such as Zendesk, dashboards, and the internal knowledge base
Formulate and revise support policies and promote their implementation
Stay current on the Product Roadmap to understand customer impact and reduce potential disruption
Lead weekly Support Team syncs, providing updates on everything from customer priorities to progress toward quarterly goals

Desired Qualifications

Experience with live chat, web form, API, and email ticket channels
Knowledge of HIPAA guidelines and data security standards

At Human API, we exist to radically accelerate the pace of health innovation for everyone. That is our vision. We unlock siloed health data from everywhere and put it directly into the hands of the consumer, right when they need it: enabling a meaningful transaction that creates value in their lives. Some call us the "PayPal" of health data, but our dreams are bigger.

To name a few examples, we help rapidly screen participants for clinical trials, enable life-changing software through accurate wearable data, and we accelerate the buying process for important insurance products. Tomorrow we will inspire the innovation of impactful digital health products to maximize human longevity and potential. We are looking for talent who are equally inspired by these big ideas and have the grit and determination to make them come to life.

We are looking for a motivated and experienced Customer Support Manager to lead our User Support and Technical Support teams, reporting to the Head of Customer Operations, Security & Privacy.

The Customer Support Manager will be responsible for maintaining a world-class customer support function by implementing and optimizing metric-driven policies, procedures, and quality standards. You will be a subject matter expert on Human API service offerings, internal tools, and workflows, and train staff accordingly.

The ideal candidate will have proven experience working in a data-driven customer success support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to the team.

What you’ll do

Manage the customer support department’s day-to-day functions, including daily written updates to the team, and reporting on key metrics and team priorities.
Establish Internal Quality Score (IQS) and Customer Satisfaction Score (CSAT) frameworks.
Ensure Standard Operating Procedures (SOPs) are written support workflows.
Conduct monthly reviews and implement customer support processes to enhance customer satisfaction, and support quality and consistency.
Set measurable quarterly goals for the Support Team and provide weekly progress reports to the Director of Operations.
Monitoring trends in support requests in order to identify and characterize emerging bugs and general customer pain points.
Respond to escalated customer support issues; manage internal and external stakeholder expectations.
Escalate issues to engineering or product based on scope and potential impact.
Optimize tools such as Zendesk, dashboards, and the internal knowledge base.
Formulate and revise support policies and promote their implementation.
Stay current on the Product Roadmap to understand customer impact and reduce potential disruption.
Lead weekly Support Team syncs, providing updates on everything from customer priorities to progress toward quarterly goals.

About you

1+ years experience leading and managing a customer support team, preferably supporting SaaS products.
3+ years of experience as a customer support specialist prior experience using Zendesk, with an understanding of system configurations and/or admin permissions.
Familiarity with a data-driven customer support model, leading with metrics such as IQS, CSATs, SLA adherence rates, etc.
Top-notch oral, written, and interpersonal abilities.
Ability to effectively multitask with an eye towards prioritization.
Analytically minded and a desire to apply data wherever it can be leveraged.
A strong growth mindset; you seek and appreciate constructive feedback.

Bonus points

Experience with live chat, web form, API, and email ticket channels.
Knowledge of HIPAA guidelines and data security standards.

The nationwide, annual salary range for this position is $110,000.00-125,000.00

We’re built by strong venture backing from Andreessen Horowitz, Blue Run Ventures, SCOR Global, Allianz, Guardian Life Insurance Company, and Samsung Ventures and currently serve some of the largest financial and health companies in the world from Prudential, Allstate, John Hancock, Omada Health, Thrive Global, AAA, and many more.

We have thousands of API integrations into enterprise health record systems, wearable devices, as well as health and wellness applications, that all benefit the end consumer and our enterprise customers. We’re looking for independent thinkers who care deeply about the problems we’re trying to solve. At Human API, we welcome people of all backgrounds.

#LI-remote, Trabajo remoto

51-200 employees

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