Job details

Customer Support Manager

At AssistIQ we are dedicated to creating a more efficient and transparent healthcare supply chain by empowering providers to generate accurate data and insights on their supply usage. We’re building an AI-driven software solution that provides seamless tracking, real-time visibility and actionable insights to healthcare systems, enabling waste reduction and better revenue capture, leading to better value of care and better outcomes for patients.

Position Overview:

As the Customer Support Manager, you will lead the customer support team to ensure timely triage, high-quality customer communication, prompt escalations and resolutions for our clients. You will be key to maintaining AssistIQ’s reputation for meeting SLA commitments and delivering an excellent customer experience.

You will define and measure KPIs, using them to drive continuous improvement by identifying trends and recurring issues, evolving our support processes and recommending enhancements.

Success in this role requires a deep understanding of our customers’ needs, a focus on rapid response and resolution times, a commitment to exceptional service and a drive for continuous incremental improvement. You will juggle multiple responsibilities, prioritise competing support deliverables efficiently and communicate effectively across the organisation collaborating with our product, engineering and implementation teams.

We’re excited by candidates who enjoy and are capable of working in a fast-growing entrepreneurial environment. Your ultimate goal is to ensure we build new functionality in a pragmatic, scalable and manageable way.

We would expect you to be knowledgeable, articulate, sensible, able to coordinate with other peers and senior executives, and collaborate and deliver results in a fast-paced environment where teamwork, professionalism, confidentiality, and communication are essential.

What you will do:

Lead and Manage Support Team:
Help build and oversee a team of customer support representatives to deliver exceptional service across all customer touchpoints (phone, email, chat). Define and ensure the team meets performance metrics including response time, resolution time, and customer satisfaction scores.
Ensure Quality Service:
Develop and implement quality standards for customer interactions to ensure consistent, top-tier service always meeting SLA expectations. Regularly audit support cases to monitor adherence to company standards and make recommendations for process, tool and customer interaction improvements.
Monitor and Improve Response Times:
Track and analyse customer inquiries and responses to ensure a high level of responsiveness. Implement strategies to reduce first response and resolution times, ensuring SLAs are consistently met or exceeded.
Triage and escalate within SLA:
Ensure issues are assessed with proper severity assigned. For all high severity issues, ensure issues are escalated as required and acknowledged by the responsible team. Play the role of incident manager as needed to ensure high severity issue resolutions are steered within set SLAs.
Trend Identification and Collaboration with Implementation, Product and Engineering:
Monitor support requests to identify recurring end-user training issues, issue trends or potential product issues. Collaborate closely with the implementation, product and engineering teams to prioritise fixes, enhancements, or new features based on customer feedback.
Customer Satisfaction Focus:
Measure customer satisfaction through surveys, NPS (Net Promoter Score), and direct feedback. Implement initiatives to continuously improve the customer experience, ensuring clients feel supported and valued.
Training and Development:
Ensure the support team is trained and well-equipped to handle customer inquiries by providing ongoing training, feedback, and development. Lead efforts to improve knowledge sharing and documentation within the team.
Process Optimization:
Analyse current support workflows and processes for efficiency and effectiveness. Identify bottlenecks or areas for automation, and recommend and implement improvements to ensure the best possible customer service experience.

Experience:

5+ years experience in customer support in the software industry, with at least 2 years in a team management or leadership role.
2+ years experience configuring and administering a help desk platform like Freshdesk, Zendesk, etc..
2+ years experience working in a multi customer environment and managing multiple SLAs.
Experience with Feshdesk Omni an asset.
Experience implementing incident management processes and escalation policies for support using tools like Squadcast or PagerDuty.
Experience leading incident management an asset.
Experience with software release and change management as an asset.
Experience with supporting mobile devices is an asset.
Experience working with health systems is highly preferred.

Skills:

Strong leadership and team management skills, with the ability to coach and develop a high-performing and efficient customer support team.
Excellent written and verbal communication and interpersonal skills, with a focus on customer empathy and satisfaction.
Analytical mindset with the ability to spot trends, propose solutions, and collaborate cross-functionally with other areas in the organisation.
Ability to prioritise and delegate in a high paced environment
Understanding of SaaS support best practices, including measuring, reporting and utilising for effectiveness, metrics such as CSAT, response times, and FCR.
French verbal and written communication skill is an asset

Preferred Qualifications:

Experience automating customer support processes and driving efficiency improvements.
Proven track record of increasing customer satisfaction scores in a fast-paced growing environment.

What We Offer: