Support Team Manager

Remote, USA

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From population genomics to high throughput COVID-19 testing, Color provides the technology & infrastructure for large scale health initiatives. Learn more.
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Named by Rock Health as the Best Digital Health Company to Work For, Color is a leading healthcare technology company. Color is building and delivering technology-enabled healthcare to millions of people. Through partnerships with public and private partners including governments, employers and health systems, Color’s infrastructure and software enables large populations to receive essential healthcare services directly where they live or work. This includes testing and telehealth services for preventive health and infectious disease management.
Since March 2020, Color has mobilized to address the pandemic by leveraging its platform to scale COVID-19 testing programs around the country. Color’s platform is used by more than 100 major employers, universities and public health institutions, such as the City of San Francisco, the State of California and PerkinElmer, community-based efforts in Oakland, and others, to deliver critical health programs. For more information about Color and its response to COVID-19, visit
By investing in the technology that ensures easy and affordable access to healthcare, Color is creating the infrastructure that will serve us for decades to come. Apply to join Color and do some of the most important work of your career. If you are not sure that you're 100% qualified, but are up for the challenge - we want you to apply!
Color is seeking an energetic and purpose-driven leader to help manage our growing Technical Support Team. In this role, you will not only lead a team of passionate front-line Specialists, but you will also build outstanding operations - optimizing individual and team performance metrics across our email and phone channels - all while strengthening team culture, driving customer  happiness, and promoting employee success. 
The right person is equally a self-starter, motivator, and coach who can connect online and “offline” with their team, and our customers. Determining when and how best to guide and mentor your incredible team of Specialists will be a critical task in this role. 
Your job will also entail partnering with the Support Operations leadership team by using data and insights to analyze, communicate, and resolve high-impact opportunities to improve the customer experience and lead world-class support teams. 
This role is open to remote candidates outside of the San Francisco Bay Area. 

How You’ll Contribute:

  • Manage daily operations of a front-line support team (scheduling, training, 1:1 / career development, knowledge management, etc.) and ensure we are meeting our customer Service Level Agreements (SLA) 
  • Onboard, coach and mentor team members with a focus on professional development and upstream thinking 
  • Ensure accountability around operating processes and team performance by setting clear expectations and objectives 
  • Gather and summarize relevant data (including KPIs), suggesting improvements in the tools, techniques an trainings to help scale productivity of the team 
  • Act as a product expert, identify issues and work with partners to promote efficiency and improve our overall customer experience 
  • Partner with Support Operations leadership to improve internal team communications and collaboration, and foster cross team partnership and knowledge sharing 
  • Foster a strong team culture, focused around customer-centricity and going above and beyond that gets team members excited about their work and mitigates risk of burnout 
  • Empower your team to surface issues that help Color build better products 
  • Handle and follow-up on customer escalations 

Our Ideal Candidate WIll Have:

  • 3+ years in Customer Experience / Support within a fast-paced environment 
  • 2+ years prior people management experience in Customer Experience / Support Management or equivalent high performance operational teams of several individuals 
  • Empathy and passion in solving any type of problem (performance, professional development, personal) 
  • Proficient knowledge of Customer Experience / Support tools, especially Salesforce and VOIP system reporting 
  • The ability to effectively influence, communicate, and lead through change management 
  • Excellent written and verbal communication skills 
  • Creative problem-solving, decision-making and prioritization abilities 
  • Experience in developing new projects and ideas to improve individual and team efficiency 
  • Proficiency in data analysis and visualization (Salesforce Reporting, Looker, Tableau, etc) 
  • Ability to operate effectively under pressure and deliver results while balancing contending priorities 
  • Experience working and managing remotely 

Nice to Have:

  • Experience within a fast-paced environment 
  • Experience building and scaling escalation teams (Help Desk, Tier 2, Tier 3, Advanced Support, etc.) 
  • International Customer Experience / Support experience a plus

Schedule Availability

  • Sunday - Thursday between the hours of 6AM-5PM PST 
  • Tuesday - Saturday between the hours of 6AM-5PM PST
  • Color Support Operations functions 365-days a year, and we are looking for flexible candidates open to an adaptable schedule as business needs change 
Color is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Color prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Color conforms to the spirit as well as to the letter of all applicable laws and regulations.
COVID-19 Vaccination Requirement: Color requires anyone working onsite or visiting Color’s offices to confirm they are fully vaccinated against COVID-19 unless a medical or religious accommodation is timely requested and approved.  Please reach out if you have questions or concerns about this policy and how it may apply to your candidacy for a role with Color.
Job perks/benefits: Career development Flex hours
Job region(s): North America
Job stats:  2  1  0
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