Customer Support Manager

Job Title: Customer Support Manager

Location: Remote

About the Company

Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com.

About the Role

As a Customer Support Manager for Wheel, you will have a significant, lasting impact on Wheel’s support operations and overall experience. From optimizing Wheel’s support team to supporting our multiple customer types directly, you’ll work cross functionally to achieve improvement initiatives. 

If working with a close knit group of smart and hungry colleagues solving the hardest problems gets you excited, we’d love to hear from you!

What You’ll Do

• Customer obsessed. Ensure our marketplace customers (clients, clinicians, patients) receive a world class support experience. 

• Utilize data to identify trends and common issues affecting visits and propose long-term solutions (Explore, Looker).

• Coach and grow the quality of our Support Associates.

• Work directly with our clients for escalated issues. 

• Partner with engineering to efficiently vet, submit, and manage escalated JIRA tickets.

• Set, monitor, and adjust as needed the support KPIs and benchmarks.

• Work with other support managers to keep documentation/SOPs up to date and organized. 

• Strategically problem solve for process improvements.

Who You Area 

• 5+ years of experience working in a support function, with 2+ years of people leadership.

• 2+ years of experience managing and optimizing a Zendesk support instance and building Zendesk Explore reporting. 

• Highly motivated and adaptable self-starter who is comfortable working in a start-up environment where things move at lightning speed.

• Professional and clear communicator with excellent attention to detail, organization, and prioritization skills. 

• Bachelor degree

Wheel is proud to be an EEOC.