Senior Manager, Customer Support

Austin, TX, United States

You could say Brightree by ResMed is a technology company. And that’s true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in us—for our wide-ranging solutions, our leadership, and our unmatched customer service. Going to work each day and creating new ways to positively impact our customers’ businesses and the lives of patients is just what we do. Because Brightree is, after all, about people.

To learn more about Brightree technology and solutions watch this short video by our CEO: https://www.brightree.com/whychoosebrightree

Senior Manager, Customer Support

Seeking a rewarding position in the rapidly expanding healthcare and technology solutions space? Join us at Brightree as a Senior Manager of the Customer Support team.

Company Overview

You could say Brightree by ResMed is a technology company. And that’s true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in us—for our wide-ranging solutions, our leadership, and our unmatched customer service. Going to work each day and creating new ways to positively impact our customers’ businesses and the lives of patients is just what we do. Because Brightree is, after all, about people.

Who we are looking for:

The Senior Manager, Customer Support is accountable for planning, organizing, managing, and delivering quality customer support and driving change in the organization with a continuous improvement mindset. The manager in this role is tasked with developing the team that delivers a top tier customer experience through support and maintenance of applications with Brightree products.

Responsibilities

Lead a technical team of Tier 1 and Tier 2 support analysts working closely with Development on complex and technical issues

Drive a passion for the customer and the importance of the role the team plays in the overall success of Brightree

Provide people leadership, including hiring, training, mentoring and developing top talent for a remote customer support team

Give direction to team members for process improvements, methodology and support initiatives based on experience, knowledge and technical skills

Manage and track metrics for issue resolutions and suggestions of product enhancements; hold the team accountable to metrics

Work closely with customers to ensure we are providing solutions that meet their needs through customer sponsorship, site visits, surveys

Conduct meetings with selected vendors to review open action items

Work cross functionally with other department leaders to ensure that the objectives of the business are being met, outcomes are being delivered and foster collaboration and communication between support team members and other areas of the organization

Manage on-boarding by establishing policies and processes for initial and continued education for the customer support team members

Provide monthly measurable data to leadership with Key Process Indicators (KPIs) on support processes to drive continual process improvement

Monitor and drive performance of the team, and prepare relevant reports for senior management

Manage customer and inter-departmental escalations through to a successful resolution

Participate in and be a valuable contributor to strategic business planning and workforce planning activities

Translate the businesses short-, medium- and long-term strategy into deliverable objectives for the team

Identify and address people issues, and adhering to HR processes

Manage escalated issues and provide direction

Occasional Travel

Skills And Qualifications

Minimum of 5 years leading teams in an application support, SaaS customer support, or call center environment with people development responsibilities

Bachelor’s degree in finance, business, healthcare, technology or a relevant field strongly preferred; equivalent combination of education and experience will be considered

Experience in HME, Home health or healthcare industry

Ability to build and maintain successful teams with varied talent and skill sets, e.g., advisors, analysts, consultants and business relationships, with strong influencing skills

Proven ability to work independently as a support leader providing strategic input to develop and grow the talent of the support staff

Ability to work in a fast-paced, collaborative, customer-focused, project-oriented environment with the ability to own areas of the support team with minimal supervision

Highly organized with the ability to manage and drive change

Demonstrated experience managing customer service process improvements with measurable positive outcomes

Possess a passion for customer service, exceeding goals, and leading change management

Ability to retrieve, document, interpret and analyze data to derive key insights, trends and process improvement recommendations

Possess exceptional consultative and communication skills with a keen attention to detail while handling multiple priorities

Experience in measuring data and Key Process Indicators (KPIs) to drive continual process improvement

Experience leading a remote workforce

SQL experience preferred

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.

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