Manager of Customer Support

As the Manager of Customer Support at Intus Care, you'll lead the charge in building out our support infrastructure from the ground up. This involves managing customer inquiries, creating support workflows, collaborating with product and engineering teams, and focusing on customer experience metrics. You'll also develop key OKRs to ensure alignment with the company's vision and enhance service delivery.

For the Manager of Customer Support role at Intus Care, candidates should have at least 5 years of experience in a SaaS support environment, with a minimum of 2 years in a leadership role. Experience in the healthcare sector and familiarity with EMR systems are highly preferred. Strong communication skills and expertise in incident management tools are also critical for success in this position.

The Manager of Customer Support at Intus Care will play a key role in shaping the strategic direction of our support function. By developing effective support processes and fostering a collaborative environment, you will enhance customer satisfaction, contribute to resource planning, and drive improvement in customer experience metrics, all of which align with the company’s strategic objectives.

In the Manager of Customer Support role at Intus Care, you will work extensively with Jira Service Management and other incident management tools. You will be responsible for implementing and optimizing these tools to improve team efficiency and customer satisfaction, ensuring that our support processes are both effective and scalable.

The Manager of Customer Support will significantly impact customer experience by developing a robust support system that promotes prompt issue resolution and enhances overall satisfaction. By streamlining communication and encouraging the use of feedback, you will not only improve customer retention rates but also contribute to the overall success of Intus Care's technology solutions.

To build a successful customer support team at Intus Care, I would emphasize hiring diverse talent, fostering a culture of continuous learning, and developing clear performance metrics. Creating effective training programs to enhance soft skills and technical knowledge will also be crucial to team success.

Managing a critical incident requires a structured approach. I'd first ensure swift communication with affected customers about the issue and the steps being taken to resolve it. Post-incident, I would lead a review to identify root causes, learn from the experience, and put preventive measures in place.

I've worked extensively with Jira Service Management to track, manage, and resolve customer inquiries. My experience includes customizing ticket workflows, analyzing customer feedback through surveys, and using the tool to enhance reporting and communication processes.

Key metrics to track would include Customer Satisfaction (CSAT) scores, First Response Time (FRT), resolution time, and Net Promoter Score (NPS). Monitoring these metrics would help gauge our team's performance and identify areas for improvement in service delivery.

To encourage collaboration, I'd initiate regular cross-departmental meetings to discuss customer feedback and product enhancements. Creating shared goals aligned with the company's vision and implementing collaborative tools can foster effective teamwork between customer support, product development, and operations.

In my previous role, I received feedback from customers regarding long wait times for support. I organized a team brainstorming session to streamline our processes, resulting in a revised incident management protocol and a subsequent improvement in our response times, leading to higher customer satisfaction.

My approach includes assessing current processes, gathering input from support team members, and analyzing customer journeys. Collaborating with tech teams to incorporate automation and seamless transitions will also be essential for improving workflow efficiency.

I regularly participate in customer support webinars, follow industry leaders on social media, and read reputable publications to stay abreast of the latest trends. Networking with other support professionals also provides valuable insights into best practices and emerging innovations.

Essential tools include ticketing systems like Jira Service Management, customer feedback surveys, and reporting analytics platforms. Each tool plays a vital role in improving efficiency, tracking customer satisfaction, and identifying trends to create actionable insights.

My philosophy centers around empathy, transparency, and proactive communication. I believe that providing exceptional customer service goes beyond resolving issues; it's also about building relationships and creating a positive experience that fosters long-term loyalty.