symplr Hiring for Manager, Customer Support at Remote Full Time

The Customer Support Manager is responsible to the leadership, development and mentorship of the Customer Support team. Managers demonstrate a high degree of customer satisfaction both internally and externally when discussing our products and services. It is a very self-driven position that requires a commitment to driving employee and customer concerns to full resolution. Support Managers are key to making our customers and employees lives symplr!

Duties and Responsibilities:

• Drive accountability and provide performance coaching to direct s through frequent one-on-ones
• Mentor employees to grow and mature in professional career
• Continuing developing plans for onboarding on new employees and ongoing educational needs
• Maintain high levels customer satisfaction by driving quality through issue engagement, follow-up, escalation and resolution
• Coordinate technical and non-technical resources across internal departments for customers’ and partners’ benefit
• Develop action plans with Customer Support for delivery to customers and partners
• Able to manage/act as customers’ and partners’ escalation point of contact, when necessary
• Awareness of high-impact customer and partner issue status, communicating customer needs as appropriate for additional leadership attention
• Develop, maintain and communicate internal process documentation that fully reflects all activities related to Customer Support
• Be an advocate for customer and employee needs; maintain ownership of requests and follow through consistently until resolution is provided; proactively collaborate in a team environment with colleagues to assist in resolving internal and external issues
• Partner with Professional Services to ensure smooth transitions for customers existing the project phase of their lifecycle
• Maintain a professional and positive attitude about our team, products and company

Skills Required:

• Excellent time management, resource organization and priority establishment skills, and ability to multi-task in a fast-paced environment
• Ability to exercise sound judgment and make independent decisions in managing assigned projects
• Excellent, demonstrated client relationship, communication and teamwork-oriented skills
• Ability to interact positively in a team environment, demonstrating superior collaborative and leadership skills, as well as the ability to work independently
• Superior communication skills including speaking, writing, articulating, listening, and questioning using a communication style appropriate to the subject and audience with the ability to speak or write with ease, clarity, and impact; must be fluent in English
• Strong ability to develop defined process and policy, while identifying ways to improve existing models
• Good collaborative skills, applied successfully within team as well as with other areas
• Ability to effectively interface with all levels inside and outside the company
• Excellent critical thinking and problem-solving skills
• Sharp, fast learner with a natural curiosity and aptitude
• Committed to customer satisfaction and quality service with a motivation to help others

Qualifications Required:

Every organization has a culture, whether they mean to or not, so why not be intentional about it?

Together, if we shape our intentions, actions, and interactions around a common, purposeful culture, we are able to quickly achieve more, attract others who help realize our goals, and thrive in our professional relationships.

• Bachelor’s Degree or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job
• 2+ years of experience in leadership position(s) supporting a customer-facing team, Technical Support preferred
• One or more years of experience working in a credentialing/background screening or healthcare environment preferred

Pay: $57,000-$80,000/annually

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Legal authorization to work in the U.S. is required. Effective January 2020, we will not sponsor individuals for employment visas, now or in the future, for this job opening. **Existing internal employees on immigration through symplr, please connect with the Talent Acquisition team directly.

About symplr:

As a leader in healthcare operations solutions, we empower healthcare organizations to navigate the complexities of integrating critical business operations. Our customers are at the heart of everything we do, and they rely on our mission-critical systems to drive better operations and better outcomes.

We are a remote-first company with employees working across the United States, India, and the Netherlands. Guided by values, we focus on teamwork, championing our customers, being rooted in action and outcomes, overcoming challenges, and leading through equality and integrity. Read more about symplr’s culture and values at symplr.com/careers.

Perks & Benefits:

• Company Sponsored Medical, Dental & Vision
• Safe Harbor 401K with Employer Matching up to 5%, eligible upon hire with immediate vesting
• HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
• Generous Time Off Plans, Volunteer Time Off, & 12 Paid Holidays
• Fully Paid Medical Leaves of Absence and Bonding Leaves for new parents
• Tuition Assistance & Continuing Education Reimbursement available
• Additional Employer-Paid Programs: Cleo Family Services, Care@Work Memberships, Headspace Memberships, LifeMart Discounts, and more!

symplr is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

As an ongoing commitment to reasonably accommodate individuals with disabilities, symplr has established alternative methods to complete the application process. Disabled applicants needing assistance are encouraged to call 281.863.9500 if further assistance is required.

To all recruitment agencies: we do not accept resumes or partnership opportunities. Please do not forward resumes to symplr or any of our employees. We are not responsible for any fees related to unsolicited resumes.

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