Customer Support Manager

Permanent Employee, Full-time, Remote, EST Shift
Hourly Net Salary: Up to $7/hour

Job Summary:

We are seeking an experienced Customer Support Manager to lead a remote customer support team for a healthcare company. This role will own day-to-day team performance, hiring, training, scheduling, and CSAT across a mixed-channel support environment.

The ideal candidate is a hands-on leader with a proven track record of driving CSAT, managing customer support teams, and maintaining high service standards.

Responsibilities:

  • Own end-to-end management of the Customer Support team

  • Participate in interviews and manage hiring and termination decisions

  • Manage and coach a mixed-channel support team handling primarily text and email, with some voice support

  • Own CSAT performance, including setting targets, tracking results, coaching representatives, and driving improvements

  • Build and deliver training on customer support tools, workflows, and knowledge base resources

  • Manage staffing and scheduling to maintain 24/7 coverage, with heavier coverage during U.S. business hours

  • Establish and enforce escalation procedures to ensure clinical questions are appropriately routed to doctors or administrative teams

  • Ensure customer support processes involving patient information follow HIPAA requirements

  • Serve as the primary point of contact between the Customer Support team and leadership

  • Monitor individual and team performance, provide ongoing coaching, and address performance issues as needed

Requirements:

  • Proven experience managing a Customer Support or Customer Service team, preferably within a remote, offshore, or BPO-style environment

  • Demonstrated track record of achieving strong CSAT results, with the ability to discuss specific scores and how they were achieved

  • Experience managing mixed-channel support teams, including text/chat, email, and voice

  • Hands-on experience hiring, training, coaching, and performance-managing Customer Support Representatives

  • Strong workforce scheduling and organizational skills, particularly for 24/7 support operations

  • Healthcare, telehealth, or regulated-industry experience is preferred

  • Familiarity with HIPAA is a strong plus

  • Strong leadership skills with the ability to operate independently and take ownership

  • Excellent written and verbal English

Apply now