Manager, Customer Support – West Coast

Kyruus' mission is to connect people to the right care, in pursuit of our vision: a better healthcare system- one that's transparent and accessible- where everyone gets the care they need. At Kyruus, our values are at the heart of everything we do:
We care deeply – We do the right thing even if it’s the harder thing. We are fiercely driven – We harness our curiosity to pursue continuous improvement and create simple solutions to complex problems.We lead with respect – We celebrate the individual traits that make each of us unique and seek out diverse voices to listen and learn.We are accountable – We do what we promise for each other and our customers.
Here’s what that would mean for you in the Manager, Customer Support – West Coast role.

• Care: You’ll execute on the mission and vision by fostering a Customer Support team environment to be highly reactive and solutions oriented to drive high levels of customer satisfaction.
• Driven: You’ll drive visibility into Support Team operations for your colleagues in Customer Experience and the company.
• Respect: You’ll leverage your team to get things done, get them done well, and celebrate them when they do.
• Accountable: You’ll lead a team responsible for the support and the operations of all Kyruus’ market facing products.

What you will do in the Manager, Customer Support role at Kyruus:

• You’ll lead a motivated, enthusiastic, and confident team of Customer Support Analysts and  Specialists that service our customers with expediency and authenticity. 
• You’ll assist with critical customer communications and manage internal communications related to such. 
• You’ll understand how our Product solutions work from end-to-end and support other functions within the organization as the solutions expert. 
• You’ll help to manage the support ticket queue and ongoing projects around scorecard initiatives. 
• You’ll track metrics, identify blockers to overall team effectiveness, and influence process improvements.
• Your typical day will include one-on-ones with direct reports, managing the ticket queue, mentoring and developing your team, and communicating up, down and across to your fellow Kyruuvians.
• You’ll manage and resolve all West Coast support ticket escalations.
• You’ll play a backup role for the on-call specialists.
• You’ll report to the Senior Director, Customer Support. 

How You Can Grow

• Kyruus will bring you through an onboarding process that is both structured and self-guided, designed to enable connection and productivity as you learn more about our company, functions and products.  Additionally, we have a culture of feedback, inclusive of our performance review process that provides you with the coaching, resources and opportunities to help you learn and grow with us.
• Kyruuvians in the Manager, Customer Support role can move in a more linear career path to a Senior Manager, Customer Support
• Kyruus also loves to see an internal transfer. If a linear career path is not what you’re looking for, you can work with your manager and HR to explore lateral moves to other parts of the organization as you continue to grow with us.

What You Will Bring

• You’ll use your 3+ years experience in a customer facing support role to: 
• Hold the Customer Support Analyst team and yourself accountable to respond and resolve Customer requests in Zendesk in a complete and timely manner.
• Assist with Customer escalations or internal product escalations and act appropriately.
• Leverage your great communication skills with an orientation towards the articulation of actions to be taken to move the situation forward.  
• You’ll help guide the management and communications of customer outages and reporting whenever they may occur. 
• You’ll partner regularly with Business leaders. 

You’ll use your demonstrated leadership capabilities to:
• Lead with clarity and a sense of purpose, and the ability to know when and how to create an appropriate sense of urgency.
• Create an inclusive environment where your direct reports and peers feel motivated to succeed.
• Bring teams together to facilitate conversations around impactful product changes or enhancements.
• Build a high performing support team and attract, develop, and retain top talent.

Equal Opportunity Employer
Kyruus is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information. We will not discriminate, in any employment decision, against any individual or group on the basis of race, color, religion, sex, gender, national or