Manager of Customer Support - Remote

Overview

Intus Care is a leader in innovative data-driven healthcare solutions, and we are seeking experienced engineers to join our team. You will play a crucial role in developing our next-generation Electronic Medical Record (EMR) system and contribute to our innovative products, all while supporting value-based care initiatives. If you're passionate about leveraging your technical expertise to make a meaningful impact in healthcare, we want to hear from you!

In Short

• Build and manage a customer support team.
• Handle complex customer inquiries and escalations.
• Design and implement support workflows and processes.
• Collaborate with product and engineering teams.
• Contribute to strategic planning for customer support.
• Develop key OKRs for customer experience metrics.
• Oversee incident management processes.

Requirements

• 5 years in customer support processes in a SaaS environment.
• 2 years in a leadership capacity.
• Experience in the healthcare sector, especially with EMR systems.
• Proficiency with Jira Service Management or similar systems.
• Experience with incident management tools.
• Strong communication and interpersonal skills.

Benefits

• Enhance customer satisfaction and retention rates.
• Develop a scalable support infrastructure.
• Foster a collaborative environment.
• Achieve established OKRs for customer experience.
• Implement and optimize support tools.