Sr. Customer Support Manager

Minneapolis, MN, USA

Full-time

Company Description

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice management, data, and billing solutions drive exceptional clinical and financial outcomes. 

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com. 

Job Description

As a Customer Support Manager, you’re responsible for leading a team of support specialists and managing the overall relationship with our customers, ensuring that each touchpoint across the customer support journey is of the highest quality – timely, engaging, efficient, and effective. 

A successful Customer Support Manager is actively engaged in their team and customers’ experience and day-to-day performance. They foster a “team work makes the dream work” culture that is passionate about: caring for customers, doing the right thing, making data driven decisions, the company mission and goals, and remaining steadfast and strong through continuous growth and constant change. 

The Customer Support Manager has extensive knowledge and command of department processes and ensures that Customer Support milestones/goals are met. 

PRIMARY RESPONSIBILITIES OF THIS POSITION 

• Lead a team of support specialists to deliver best-in-class support for our valuable customers and their providers 
• Establish efficient and balanced workflows that maximize productivity and deliver high levels of quality support and customer satisfaction 
• Monitor, score, and measure service metrics and utilize to coach and develop team members in the quality and efficiency of their interaction 
• Identify, create, and foster team and individual growth opportunities 
• Own the hiring, onboarding, and offboarding of support specialists 
• Build a bridge between teams to improve internal processes, the customer experience, or foster collaborative efforts. 
• Make recommendations for changes to products or services based on customer feedback and requests 
• Identify opportunities to consistently improve the customer experience 
• Guide team in effective customer issues resolution and handle any escalations 
• Serve as an escalation point for team in their day-to-day handling of customer interactions. Identify and recommend process and policy improvements resulting from these escalations. 
• Lead team through changes to processes and the adoption of new technology 
• Actively contribute and support enterprise improvement initiatives   

Qualifications

• 3-5 years of experience leading a customer service team  
• 1-3 years of experience in providing customer service as an individual contributor 
• 1-3 years of experience working in a remote environment 
• 1-3 years experience in a SaaS industry 
• Strong communication and leadership skills with the ability to motivate a team 
• A drive to make a positive impact on the people and culture where you work 
• Excellent written communication and verbal skills, as well as strong listening skills 
• Possess strong customer relation skills and willingness to go ‘above and beyond’ for the customer 
• Ability to handle multiple competing priorities 
• Represent and articulate the customer experience to other internal departments (e.g. Development, Sales) 
• Methodically resolve complex operational issues 
• Ability to identify process and policy improvements with data or intimate knowledge of existing support and delivery processes 
• Experience working remotely and/or with distributed teams 
• Infrequent/occasional travel may be required for initial training and/or annual retreats 

Additional Information

All your information will be kept confidential according to EEO guidelines.

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​

​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. 

Therapy Brands is an equal opportunity employer.