Manager of Customer Support - Remote

Overview

The Manager of Customer Support leads the customer support team in delivering exceptional service within a virtual healthcare environment, ensuring high-quality, timely support for patients, members, employer clients, and partners while maintaining compliance with healthcare regulations.

In Short

• Lead the customer support team in a virtual healthcare setting.
• Ensure compliance with healthcare regulations (e.g., HIPAA).
• Manage daily support operations across various platforms.
• Hire, train, and coach customer support representatives.
• Track and analyze key performance metrics.
• Drive operational excellence and continuous improvement.
• Collaborate with clinical and operational teams for continuity of care.
• Conduct regular performance evaluations and development planning.
• Improve workflows to enhance efficiency and patient experience.
• Provide regular reporting and insights to senior leadership.

Requirements

• Bachelor’s degree preferred or equivalent experience.
• 5–7+ years of customer support experience, including leadership.
• Experience in healthcare required, telehealth or digital health preferred.
• Strong understanding of HIPAA and healthcare compliance requirements.
• Experience with CRM and support platforms (e.g., Zendesk, Salesforce).
• Strong analytical and problem-solving skills.
• Patient-centered mindset.
• Leadership and team development skills.
• Operational and process excellence.
• Strong communication and emotional intelligence.

Benefits

• Comprehensive benefits package including health, dental, and vision coverage.
• Flexible paid time off including Summer Fridays.
• Employer match 401k plan.
• Monthly phone stipend.
• First Stop Health membership benefit providing virtual care solutions.