Manager, Customer Support

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a delightful world-class experience that empowers physicians to deliver phenomenal care to patients and we plan to keep it that way by continuing to help them overcome challenges. We’ve enjoyed considerable growth and are now looking for an exceptional individual to join our team as a Manager of Customer Support.

Elation Health is looking for a Manager of Customer Support who will report to our Director of Customer Support and will be instrumental in building a strong team culture while driving both team performance and evolving our support model. 

As a Support Leader at Elation Health, you will be responsible for leading and managing a team of support professionals in resolving root cause, while delivering an exceptional customer service experience. Your role will involve providing guidance, mentorship, and direction to ensure the team's success in meeting performance goals and delivering outstanding customer service. You will actively engage with both technical and non-technical stakeholders, employing effective communication and interpersonal skills to build relationships and convey complex technical concepts in a clear and understandable manner. Additionally, you will foster a customer-centric environment, prioritize customer satisfaction, and champion improvements within the support center. Adaptability and flexibility are vital attributes as you navigate the evolving landscape of technology and proactively embrace changes and emerging trends.

Roles and Responsibilities:

• Lead and manage a team of support professionals, including resource allocation, task assignment, and performance management.
• Set performance goals and motivate the team to achieve targets, ensuring high-quality support services are delivered.
• Provide clear direction, mentorship, and support to team members, fostering a positive work environment that promotes growth and collaboration.
• Communicate effectively with stakeholders, both verbally and in writing, using active listening, empathy, and clear communication to understand and address their needs.
• Convey complex concepts in a clear and understandable manner, adapting communication style to suit various audiences.
• Build and maintain strong relationships with customers, team members, and other departments to facilitate effective collaboration and cooperation.
• Champion a customer-centric approach, emphasizing excellent customer service and satisfaction.
• Understand customer needs and expectations, advocate for customer-centric improvements within the support center, and implement feedback mechanisms.
• Stay updated with emerging technologies, industry trends, and best practices …