Senior Manager of Customer Support - Remote

Overview

The Senior Manager of Customer Support will lead and scale the Customer Support team at Maximus, focusing on patient experience, operational efficiency, and team performance.

In Short

• Lead and develop a 25+ person Customer Support team.
• Own SLAs and KPIs for customer support performance.
• Implement automation and tools to improve efficiency.
• Drive feedback loops to resolve patient pain points.
• Ensure a seamless patient experience across all touchpoints.
• Define the vision for scaling customer support.
• Collaborate with cross-functional teams to enhance service delivery.
• Prepare reporting and insights for leadership and investors.
• Establish performance standards and training programs.
• Utilize metrics to manage and improve performance.

Requirements

• 8+ years in Customer Support, with 3–5+ years in leadership roles.
• Experience in a DTC company is required.
• Experience in a Telehealth company is required.
• Proven track record in scaling Customer Support organizations.
• Strong operational and systems orientation.
• Excellent collaboration skills across various teams.
• Data-driven and analytical mindset.
• Customer-first mindset with business pragmatism.
• Experience with customer support platforms like Intercom or Zendesk.

Benefits

• Premium health insurance plans with significant coverage.
• Comprehensive benefits including medical, dental, and life insurance.
• Best-in-class 401K options.
• Flexible vacation and time-off policies.
• Liquidity of options whenever available.
• Extended options exercise window for long-term employees.