Customer Support Manager – Wheel
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
