Head of Customer Support & Maintainance

As the Head of Customer Support & Maintenance at Notable, you will oversee and build out our Product Support and Maintenance teams, ensuring seamless operations and exceptional customer experiences. Your responsibilities also include implementing cross-functional processes, managing resource allocation, driving ticket triage, and resolving issues efficiently. In this role, you’ll collaborate with both internal teams and customers, particularly those using EMR systems, to ensure their needs are met and optimized for success.

To qualify for the Head of Customer Support & Maintenance position at Notable, you’ll need over 10 years of experience managing customer support teams successfully. Exceptional communication and leadership skills are crucial, as well as a deep understanding of process-oriented approaches to improve workflows. Familiarity with CRM and ticketing systems like Salesforce and Zendesk, along with experience in healthcare technology and EMR systems, are highly desirable qualifications that will help you excel in this role.

The Head of Customer Support & Maintenance plays a crucial role in enhancing customer satisfaction at Notable by overseeing support processes aimed at swift resolution and proactive engagement. By continuously identifying and implementing process improvements, you will ensure that customers receive timely assistance and can effectively utilize our platform. Your leadership will foster a culture of excellence within the support teams, ultimately leading to improved experiences for our healthcare clients.

At Notable, the company culture is dynamic, innovative, and focused on making a positive impact in the healthcare sector. As the Head of Customer Support & Maintenance, you will work alongside a diverse group of passionate professionals who share a commitment to dismantling the burdens of healthcare administration. Collaboration, fresh ideas, and continuous improvement are valued, creating an environment where you can thrive and make meaningful contributions to the team and the industry at large.

In the role of Head of Customer Support & Maintenance at Notable, you will leverage CRM and ticketing systems for effective team operations, ensuring smooth communication and issue resolution. Tools like Salesforce and Zendesk will be integral to managing customer inquiries and support requests. Additionally, familiarity with EMR systems will enhance your ability to collaborate with customers in the healthcare sector, optimizing their use of our platform and solutions.

Effective prioritization involves assessing the urgency and impact of each task within the customer support spectrum. As the Head of Customer Support & Maintenance, focus on high-impact customer issues and ensure alignment with team goals. Using project management tools can also aid in tracking priorities and deadlines effectively.

Discuss a specific instance where you identified a bottleneck in customer support workflows. Explain the steps you took to analyze the issue, implement a solution, and measure improvements in customer satisfaction or efficiency. Sharing tangible metrics can illustrate the positive impact of your initiative.

Leading a diverse team involves fostering an inclusive environment and encouraging collaboration among team members with varied perspectives. Implement regular team check-ins to promote open communication, solicit feedback, and celebrate successes together. Tailoring your leadership approach to suit individual team members' strengths can create a cohesive and motivated team.

Handling a dissatisfied customer requires active listening and empathy. Share techniques for thoroughly understanding their concerns and taking swift action to resolve the issue, ensuring to follow up post-resolution. It's important to document feedback for future process improvements and share those insights with your team.

Key metrics include customer satisfaction scores, first response time, resolution time, and ticket volume. Discuss how analyzing these metrics allows you to identify trends, allocate resources effectively, and implement quality control measures to improve overall support performance.

Maintaining motivation in high-pressure scenarios involves providing continuous support for your team. Encourage taking breaks, and recognize their hard work during busy periods. Promoting a strong team culture with open communication fosters resilience and ensures that team members feel valued despite challenges.

Detail your hands-on experience with CRM and ticketing systems, emphasizing specific platforms like Salesforce or Zendesk. Discuss how you utilized these tools to streamline operations, improve ticket resolution times, and enhance customer relationships. Sharing success stories can demonstrate proficiency and innovative usage.

Feedback is essential in customer support management as it guides process improvements and team development. Highlight your approach to gather feedback from both customers and team members, and explain how you use insights gained to make informed decisions that enhance service quality.

To strategize effective customer training, consider developing a tiered training program that tailors content based on customer needs and technical proficiency. Leverage various training methods, such as webinars, one-on-one sessions, and updated user documentation, to ensure thorough comprehension and effective solution usage.

Talk about your unique blend of experience, passion for innovation, and dedication to improving the healthcare sector. Highlight key achievements that align with Notable's mission and values, demonstrating how your skills and approach can contribute to the company's ongoing success and customer satisfaction.