Manager, Customer Support

Company Description

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice management, data, and billing solutions drive exceptional clinical and financial outcomes.

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com.

Job Description

As the Manager, Customer Support, you’re responsible for leading a team of Customer Support Specialists and the overall relationship with our customers, ensuring that each touchpoint across the customer support journey is of the highest quality - timely, engaging, efficient, and effective.

A successful Manager, Customer Support is actively engaged in their team and customers’ experience and day-to-day performance. They foster a “team work makes the dream work” culture that is passionate about: caring for customers, doing the right thing, making data driven decisions, the company mission and goals, and remaining steadfast and strong through continuous growth and constant change.

The Manager, Customer Support has extensive knowledge and command of department processes and ensures that project/department milestones/goals are met while adhering to approved budgets. You must be comfortable working remotely and leading a remote team distributed across multiple states and time zones.

This is a Hybrid role working 2 - 3 days per week in our Eagan, MN office.

Responsibilities

Lead a customer support team comprised of Customer Support Specialists and Customer Education SpecialistsEstablish efficient and balanced work flows that maximize efficiency and produce high levels of quality support and customer satisfaction Monitor and measure service metrics and utilize to develop standards, improvements, or changes to processMake recommendations for changes to products or services based on customer feedback and requestsChampion opportunities to consistently improve the customer experienceIdentify, create, and foster team and individual growth opportunities Drive customer retention, reduce churn, and increase customer satisfaction, loyalty, and advocacyVet, hire, and dismiss employees when appropriate Build a bridge between teams to improve internal processes, the customer experience, or foster collaborative efforts.Help map the customer journey and identify opportunities to proactively intervene on the customer’s behalfGuide team in effective customer issues resolution and handle any escalationsDevelop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvementTest new strategies for driving customer valueContinually review and evolve the collection of processes used to track, oversee and organize every interaction between the customer and product throughout the lifecycleAgile working across Customer Experience spaces when needed, including Success, Services, and Implementation/TrainingKnowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.

Core Competencies Needed for Success in the Role

Outstanding leadership skillsOutstanding communication skillsOutstanding interpersonal skills Outstanding customer service skillsEntrepreneurial mindset Advanced process improvement skillsAdvanced problem solving and analytical skillsAdvanced strategic planning and project management skillsExpertise in customer support policies, standards and procedures Expertise in service request management processExpertise in understanding how the product and services work Confidence leading one-on-one and group meetings and liaising with different levels of leadership and functional areas

Thrive@TherapyBrands

Qualifications

Strong communication and leadership skills with the ability to motivate a teamStrong analytical skillsA drive to make a positive impact on the people and culture where you workExcellent written communication and verbal skills, as well as strong listening skills Possesses strong customer relation skillsAbility to handle multiple competing prioritiesMust speak fluent EnglishPerform in an effective and timely manner all the tasks requiredRepresent the Customer Experience Team with other departments (e.g. Development, Sales)Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusionsMethodically resolve complex operational issues Experience working remotely and/or with distributed teams is a mustInfrequent/occasional travel may be required for initial training and/or annual retreats

Experience Strongly Preferred

3-5 years of experience leading a customer service team or in the related area as an individual contributor 1-3 years of experience in providing customer service1-3 years of experience working in a remote environment1-3 years experience in SaaS

Additional Information

All your information will be kept confidential according to EEO guidelines.

While we have outlined some key qualities we typically seek, it is essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they are not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.

The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate - apply today and let's explore the exciting possibilities together!

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.

We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.

Therapy Brands is an equal opportunity employer.