Customer Support Director / Manager

NYC

The Director / Manager for Customer Support role presents a perfect opportunity to gain hands-on experience managing a front-line customer service team tasked with diagnosing and resolving all technical support issues in order to help our Provider clients use our products effectively and maximize their value. Your role is to design and implement robust processes to assign tasks out across the team, gather and provide actionable feedback and coaching for the team members, and ensure that they are supported in their day-to-day tasks and career progression, as we continue to grow and strengthen our customer relationships.

This position primarily focuses on products and services for OncoEMR and OncoBilling, our web-based, oncology-specific electronic medical record (EMR) and billing systems used by over 1,300 oncology clinicians every day to diagnose, treat and manage patients battling cancer.

Responsibilities:

  • Manage the day-to-day workflows of 15+ Customer Support Specialists, including task assignment, metrics tracking and ensuring that customers are seeing timely case resolution
  • Deliver feedback, coaching and support to team members in their day-to-day duties and customer service approach
  • Assist in the management of client accounts, collaborating on scalable methods for tracking features, bugs and enhancement requests
  • Properly manage and document all work performed as part of ticket queue management
  • Be able to work independently as well as in a team environment
  • Quickly diagnose issues and ensure they are transferred to the appropriate team for follow up
  • Develop and execute short-term actions to resolve complex client issues
  • Travel occasionally (approximately once monthly, for 1-4 days at a time) to work with remote team members and clients

Required Qualifications:

  • Bachelor's degree required
  • Candidates must have very strong team management expertise (preferably experienced in managing 5+ team members in previous roles)
  • Candidates must have strong customer service experience, preferably managing a customer service team
  • Candidates must have strong technical experience (software/EMR support is strongly preferred)
  • Excellent written and verbal communication skills are required
  • 3-5+ years of healthcare experience is preferred (oncology/hematology a plus)
  • Proven ability to work individually and collaboratively to solve client issues in a timely manner
  • Attention to detail, excellent organizational skills, superior time management skills
  • Ability to work independently with minimal supervision
  • Strong analytical and technical skills