Manager of Customer Support

About Intus Care

Intus Care is a leader in innovative data-driven healthcare solutions, and we are seeking experienced engineers to join our team. You will play a crucial role in developing our next-generation Electronic Medical Record (EMR) system and contribute to our innovative products, all while supporting value-based care initiatives. If you're passionate about leveraging your technical expertise to make a meaningful impact in healthcare, we want to hear from you! 

Role Overview 

We're seeking a dynamic and innovative leader to pioneer our customer support function. As the inaugural Manager of Customer Support, you'll have the exciting opportunity to build our support system from the ground up, encompassing ticketing, SLAs, escalation pathways, playbooks, and team management. This role is perfect for a visionary who can create robust support processes for our suite of healthcare technology products, including population health analytics, risk adjustment, and value-based care EMR. 

Key Responsibilities 

• Leadership and Team Development: Build and manage a customer support team, fostering a culture of excellence and continuous improvement. 

• Customer Experience: Proactively handle complex customer inquiries and escalations, ensuring prompt and effective resolutions while delivering a best-in-class experience through clear communication. 

• Process creation and innovation: Design, implement, and refine comprehensive support workflows, processes, and playbooks. Leverage customer feedback to continuously enhance service delivery and operational efficiency. 

• Cross-functional Collaboration: Work closely with product, engineering, customer success, and implementation teams to relay customer insights and advocate for product enhancements based on user feedback. 

• Strategic Planning: Contribute to the strategic direction of customer support, including forecasting resource needs and managing the support budget. 

• OKR Development: Develop key OKRs to improve customer experience metrics and support Service Level Agreements (SLAs), ensuring alignment with overall company goals. 

• Incident Management: Oversee the incident management process, ensuring quick resolution of critical issues and effective communication with customers during outages or service disruptions. 

Qualifications 

• Experience: A minimum of 5 years in creating customer support processes in a SaaS environment, including at least 2 years in a leadership capacity. Experience in the healthcare sector, especially with EMR systems, is strongly preferred. 

• Technical Skills: 

• Proficiency with Jira Service Management or similar ticketing systems 

• Experience with incident management tools and processes 

• Experience with customer satisfaction surveys (CSAT) and related reporting tools 

• Familiarity with knowledge base systems and self-service portals 

• Understanding of SaaS architectures and common technical issues 

• Soft Skills:  

• Strong written & verbal communication and interpersonal skills, proven to build relationships across departments and clients. 

• Incident Management: 

• Experience in setting up and managing incident response processes 

• Ability to lead cross-functional teams during critical incidents 

• Skilled in post-incident reviews and implementing lessons learned 

Impact and Expectations

The successful candidate will be expected to:

• Enhance customer satisfaction and retention rates through effective support strategies. 

• Develop a scalable support infrastructure that aligns with company growth. 

• Foster a collaborative environment that bridges customer support with product development. 

• Achieve established OKRs to drive improvements in customer experience and adherence to support SLAs. 

• Implement and optimize Jira Service Management and other support tools to improve team efficiency and customer satisfaction. 

If you are passionate about delivering exceptional customer experiences, have a strong background in healthcare technology, and excel in using modern support tools, we invit