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Product Support Manager

Company: HealthTap
Location: Mountain View
Posted on: September 17, 2020

Job Description:

At HealthTap, our goal is to provide 24/7, high quality, affordable healthcare to all. Leading the Product Support team, you will be crucial to this mission, by helping our large user base have the best experience possible. As the Product Support Manager, you will lead the Support team to provide exceptional support to patients, clients, doctors, and potential customers.

Duties:

Develop and lead a Support program that provides professional, helpful, and efficient assistance to all incoming queries

Manage and consistently train a virtually distributed team of internal and external Support employees, fostering their growth and professional development

Become an expert in our software product and stay up to date with the rapidly evolving platform. Make sure the entire Support team is always up to date on any new changes

Interface with the Product, Engineering, Medical Operations, Security, Executive, and Support teams as needed to serve as an advocate of the customer experience and ensure that customer needs are being addressed

Calculate and maintain regular metrics to monitor the performance of the Support team, each team member, and yourself. Report these metrics to other parts of the company as needed

Analyze Support data and use it to propose product changes, process improvements, or requests for new features

Serve as an escalation point for support queries through our Tier 1 Support team

Own support tickets submitted by users through email and phone. Troubleshoot, reproduce, report, and resolve reported issues

Investigate and manage billing inquiries and claims

Quickly identify policy, process, training, and tool gaps — and then develop sustainable solutions for them

Create, review, edit, and maintain the Support knowledge base content, including macros and Help Center articles

Take ownership of Support related projects and delegate work effectively

Exercise judgment and discretion in resolving issues with limited oversight

Lend a hand wherever needed as we scale

Necessary Requirements:

Minimum 1-3 years professional work experience in the technology, healthcare, or customer support fields

Minimum 1-3 years professional work experience as a manager

Proficiency in Google Suite (including Documents, Sheets, etc.)

Experience in conducting data analysis to measure performance and identify opportunities for improvement

Exceptional written and verbal communication

Strong interpersonal skills, being able to work cross-functionally with other departments while representing the Support team

Superior organizational skills, being able to manage the many different projects and tasks that are required of the Support team

The ability to work some weekends in exchange for two weekdays off. Weekend coverage can be alternated with other team members

Are passionate about the HealthTap mission!

Are deeply empathetic and have a passion for helping others while “holding the line” when necessary

Maintain a positive, level-headed attitude, even when faced with challenging situations

Thrive in a fast-paced, challenging environment

Value fairness and efficiency

Enjoy coaching and mentoring other staff

Medical, dental, and vision insurance

Competitive compensation and equity

Diverse work culture (visa sponsorship available)

Keywords: HealthTap, Mountain View , Product Support Manager, Other , Mountain View, California

Click here to apply!

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