Manager / Senior Manager, Services Support @Imagen Technologies

[Hiring] Manager / Senior Manager, Services Support @Imagen Technologies

Apr 03, 2025 - Imagen Technologies is hiring a remote Manager / Senior Manager, Services Support. 💸 Salary: $100,000 - $140,000 plus equity and benefits. 📍Location: USA.

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Role Description

As the Manager / Senior Manager, Services Support, you will collaborate closely with physicians, medical staff, and technologists, ensuring seamless support for clinical workflows and technical operations.

Define and iterate on key performance metrics—such as first response time, resolution time, and team case volume—to establish a structured approach to continuous improvement.
Ensure that customer issues are categorized effectively, prioritized based on impact and urgency, and addressed through a closed-loop improvement process that incorporates feedback from healthcare professionals.
Work cross-functionally with engineering, product, and operations teams to refine support processes.
Build and develop a high-performing support team, equipping them with the right tools, training, and motivation to succeed.
Collaborate closely with Clinical Applications, Integrations, Equipment & Installations, and Workflow Operations teams to escalate and resolve recurring issues proactively.
Implement scalable, automated support processes while maintaining a high-touch, white-glove experience for key customers.
Optimize self-service support solutions, such as knowledge bases, FAQs, and AI-powered chat solutions, to enhance efficiency and reduce ticket volume.
Ensure friction points are swiftly addressed, driving an exceptional support experience across all Imagen customers.

Responsibilities

Oversee and optimize daily support operations, ensuring efficiency, responsiveness, and high-quality service.
Lead and develop a high-performing support team with the right tools, training, and motivation.
Define and track key performance metrics to drive continuous improvement.
Implement data-driven strategies to enhance customer satisfaction and operational efficiency.
Prioritize and resolve customer issues based on impact and urgency.
Collaborate with cross-functional teams to identify and address recurring issues.
Develop scalable, automated support processes while maintaining a high-touch experience for key customers.
Enhance self-service support solutions, such as knowledge bases and AI-powered chat.
Drive continuous improvement by swiftly addressing friction points.
Take ownership and contribute wherever needed to support customers and the team.
Hire, develop, and retain top talent, fostering a high-performance culture.
Build trust through transparency and authenticity in all interactions.
Advocate for customers, even when challenging internal priorities.

Qualifications

Bachelor’s degree with 5+ years experience delivering high-quality support services at a technical and/or administrative level (healthcare-oriented technology preferred), achieving high levels of customer satisfaction.
Proven ability to hire, develop, and retain top talent, fostering a high-performance team culture.
Strong analytical and data-driven mindset with experience tracking and optimizing key support metrics (e.g., first response time, resolution time, case volume).
Experience in scaling and automating support operations while maintaining a high-touch customer experience.
Experience with customer support platforms, ticketing systems, and AI-powered support tools (e.g., Zendesk, ServiceNow, Salesforce, Intercom), including configuration, automation, and integration.
Experience in building and optimizing self-service support solutions (e.g., knowledge bases, FAQs, AI chatbots).
Strong collaboration skills, with the ability to work cross-functionally with teams such as Clinical Applications, Integrations, Equipment & Installations, and Workflow Operations.
Ability to manage multiple priorities, make data-driven decisions, and implement continuous improvement initiatives.
Excellent communication and interpersonal skills, with the ability to build trust and transparency with customers and internal teams.

Benefits

Base salary for the position is between $100,000 - $140,000, plus equity, and benefits.

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📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Back to Remote jobs > Customer Service

Manager / Senior Manager, Services Support @Imagen Technologies

Customer Service

Salary 💸 $100,000 - $140,000 plus equity and benefits	Remote Location USA
Job Type full-time	Posted Apr 03, 2025

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📍	Be aware of the location restriction for this remote position: USA
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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[Hiring] Manager / Senior Manager, Services Support @Imagen Technologies

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