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L1/L2 Customer Support Manager

8+ Years

Full-Time, Permanent

1

Kochi, Kerala

Job description

BlueEHR is ZH Healthcare’s flagship product and as the Support Manager, you will be responsible for managing the teams consisting of L1/L2 support specialists to ensure our customers receive assistance related to technical aspects of the products and services.

 

We are looking for a motivated and experienced support manager to lead our support efforts. You will be responsible for driving superior customer support to our clients through policies, procedures, and setting of goals. You will be up-to-date on industry products and trends, and train staff accordingly.

 

The ideal candidate will possess very good knowledge about the US Healthcare industry with proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.

 

Responsibilities:
– Managing the customer support department’s day-to-day functions.
– Responding to escalated customer support issues.
– Implementing customer support processes to enhance customer satisfaction.
– Formulating and revising customer support policies and promote their implementation.
– Informing the team of all new information related to products, procedures, and trends.
– Assessing support statistics and preparing detailed reports on the findings.
– Interviewing and hiring new employees.
– Overseeing and evaluating the team’s ongoing training efforts.
– Delivering performance evaluations and following the disciplinary process according to company policy.
– Managing the budget of the customer support department.

 

Customer Support Manager Requirements:
– Proven and prior experience in healthcare domain and knowledge in USA Healthcare industry.
– Understanding of compliances and protocols in healthcare domain.
– Prior experience in a managerial or supervisory role will be advantageous.
– Top-notch oral, written, and interpersonal abilities.
– Well-developed arbitration skills with the ability to remain impartial.
– Affinity for multitasking with precision.
– Capacity to accept and utilize constructive criticism.
– Alignment with our company’s values.