[Hiring] Senior Manager of Customer Support @RethinkFirst

Role Description

The Senior Manager of Customer Support (Helpdesk) is responsible for leading and scaling a high-performing customer support organization that delivers exceptional service to Applied Behavior Analysis (ABA) providers using our SaaS platform. This role oversees all support operations, including chat, ticketing, knowledge management, escalation management, and customer satisfaction initiatives.

The ideal candidate combines deep customer support leadership experience with a strong understanding of SaaS operations, customer success principles, AI Automation, and the unique workflows of BCBA-led organizations. This leader will drive operational excellence, improve support efficiency, leverage AI and automation where appropriate, and ensure customers receive timely, knowledgeable, and empathetic assistance within the SLA’s set by the organization. This is a hands-on position that will mix day-to-day activities with the development of the strategic initiatives of this function.

Key Responsibilities

• Support Operations Leadership
  • Develop and execute the strategic vision for Customer Support and Helpdesk operations.
  • Lead, mentor, and develop Support Specialists.
  • Establish scalable support processes that focus on speed to resolution.
  • Manage multi-channel customer support operations including:
    • Live Chat
    • Ticketing System
    • Email Support
    • Customer Escalations
    • Self-Service Resources
• Customer Experience Excellence
  • Monitor and improve key customer satisfaction metrics, including:
    • NPS
    • First Response Time
    • Resolution Time
    • SLA Compliance
  • Serve as the point of contact for high-priority customer escalations, personally addressing issues as needed.
  • Collaborate with Customer Success teams to reduce customer churn and improve adoption.
• Team Development & Performance
  • Recruit, onboard, coach, and retain top-tier support talent.
  • Establish clear performance expectations.
  • Foster a customer-first culture focused on accountability, empathy, and continuous improvement.
• Process Improvement & Automation
  • Evaluate and optimize support workflows and ticket routing processes using Salesforce and Agentforce.
  • Partner with our AI Automation Engineer to implement automation, AI-assisted support tools, chatbots, and self-service capabilities using Claude and other tools.
  • Drive improvements in knowledge management and documentation.
  • Identify recurring customer issues and partner with Product and Engineering teams to eliminate root causes.
• Analytics & Reporting
  • Develop dashboards and reporting frameworks for leadership visibility.
  • Analyze support trends and identify opportunities for operational improvements.
• Cross-Functional Collaboration
  • Partner closely with:
    • Engineering
    • Customer Success
    • Implementation Services
  • Advocate for customer needs within the organization.

Qualifications

• Bachelor’s Degree in Business Administration, Computer Science or similar.
• 8+ years of customer support experience with 2+ years as a Manager or above.
• 5+ years managing SaaS-based customer support organizations.
• Experience leading teams supporting healthcare, behavioral health, or ABA technology platforms preferred.
• Proven experience managing support teams of 5+ employees across multiple communication channels.
• Experience with support platforms such as Salesforce, Agentforce, and JIRA.
• Demonstratable experience working with AI Tools to automate processes to improve outcomes.

Skills

• Strong leadership and people management skills.
• Exceptional customer-centric mindset.
• Experience building KPI-driven support organizations.
• Expertise in support analytics and reporting.
• Excellent written and verbal communication skills.
• Strong problem-solving and decision-making abilities.

Preferred Qualifications

• Experience supporting ABA software platforms.
• Experience in healthcare technology or electronic health records (EHR) environments.

Location

Remote opportunities are available to candidates who reside in the following states: AL, AZ, CT, FL, GA, HI, IA, IL, IN, KY, LA, MD, MA, MI, MN, MO, MT, NC, NE, NH, NJ, NV, OH, OR, PA, RI, TN, TX, VA, WA, WI, WY.

Our commitment to an inclusive workplace

RethinkFirst is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. Accommodations are available for applicants with disabilities.