Job Description

What You’ll Do

• Customer obsessed. Ensure our marketplace customers (clients, clinicians, patients) receive a world class support experience. 
• Utilize data to identify trends and common issues affecting visits and propose long-term solutions (Explore, Looker).
• Coach and grow the quality of our Support Associates.
• Work directly with our clients for escalated issues. 
• Partner with engineering to efficiently vet, submit, and manage escalated JIRA tickets.
• Set, monitor, and adjust as needed the support KPIs and benchmarks.
• Work with other support managers to keep documentation/SOPs up to date and organized. 
• Strategically problem solve for process improvements.

Who You Area 

• 5+ years of experience working in a support function, with 2+ years of people leadership.
• 2+ years of experience managing and optimizing a Zendesk support instance and building Zendesk Explore reporting. 
• Highly motivated and adaptable self-starter who is comfortable working in a start-up environment where things move at lightning speed.
• Professional and clear communicator with excellent attention to detail, organization, and prioritization skills. 
• Bachelor degree