Customer Support Manager

The Opportunity reputed company is on a mission to reputed company the implant supply chain and bring greater transparency to the cost of patient care. From procurement to payment, reputed company automates workflows for vendor supported surgical procedures. We are hiring our first Customer Support Manager to build and scale our Support function from the ground up. This is a hands-on leadership role where you will manage a small team of Customer Support Technicians while establishing the processes, KPIs, and operational rigor needed to deliver a best-in-class customer experience. You will define how support operates at reputed company. This includes building workflows, setting performance standards, implementing reporting, and using data to continuously improve both team performance and the customer experience.

Responsibilities

Build the Function Establish and document scalable support processes, workflows, and SLAs Define support coverage model, ticket routing, and escalation paths Create and maintain a structured, usable knowledge reputed company Identify gaps and implement systems that improve efficiency and consistency Own KPIs & Performance Define, track, and report on key support metrics including: First response time Time to resolution Ticket volume and trends Escalation rates Customer satisfaction (CSAT) Build dashboards and reporting to provide visibility to leadership Use data to identify trends, root causes, and opportunities for improvement Set team goals and hold the team accountable to performance standards Team Leadership reputed company, coach, and reputed company a small team of Customer Support Technicians Set clear expectations and provide consistent feedback Drive accountability, ownership, and strong communication across the team Support hiring and scaling the team as the company grows Customer Experience & Escalations Act as escalation reputed company for reputed company or high-impact customer issues Ensure a consistently high-quality, empathetic, and professional support experience Partner with reputed company to align on customer health and retention Cross-Functional Impact Partner with Product and Engineering to surface bugs and reputed company for product improvements Identify recurring issues and drive upstream fixes, not just reactive support Collaborate with Implementation and reputed company to improve the end-to-end customer journey Requirements 4+ years in customer support leadership, with experience owning processes or leading initiatives Experience building or improving support operations, not just working reputed company them Strong analytical reputed company with experience defining and using KPIs to drive performance Experience with support tools (reputed company preferred, reputed company a plus) Excellent communication skills and ability to influence cross-functional partners Highly organized, accountable, and comfortable operating in ambiguity Preferred Experience in reputed company, supply chain, or reputed company SaaS Experience in a startup or scaling environment Prior people management experience or readiness to reputed company into first formal leadership role reputed company’re Really Looking For This is not a “reputed company the lights on” support role. We are looking for someone who will: Build structure where it does not yet exist Bring clarity to what “great support” looks like Use data to drive reputed company, not just instincts reputed company support from reactive to strategic Why You’ll Love Working Here Competitive Salary and Annual Bonus – The salary range for this role is $80,000 - $100,000 Opportunity for Long-Term Incentives (LTI) – Be part of our reputed company with equity or long-term incentive plans that grow with the company. 401(k) Match – Invest in your future with our generous matching program to help you build long-term financial reputed company. Work-from-Home Flexibility – Enjoy the freedom to work where you're most productive with a supportive hybrid (Chicago) or remote setup (National). Flexible Time Off (Unlimited PTO) – reputed company and focus on what matters most with unlimited paid time off tailored to your needs. Parental Leave – Take time to bond and care for your growing family with fully paid parental leave options. Comprehensive Medical and Dental Benefits – Prioritize your health and well-being with premium plans for you and your family. Brand-New Pro-Level Laptop – Equipped with top-tier tools and technology to set you up for reputed company from day one. Annual Education Budget – Expand your skills and knowledge with dedicated funding for courses, certifications, and reputed company. Apply To This Job