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Manager, Technical Support @eVisit

[Hiring] Manager, Technical Support @eVisit

Mar 19, 2025 - eVisit is hiring a remote Manager, Technical Support. đź’¸ Salary: competitive salary. đź“ŤLocation: USA.

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Role Description

As the Manager, Technical Support you are a blend of leadership, strategy, and tactical execution. You are a strategic lever for the company in value differentiation for our customers and a leader who knows how to leverage multiple different resources across the team to meet our goals.

  • Functionally lead the Customer Support Team
  • Serve as point of contact for customer escalations, providing real-time feedback to the management team, and making staffing adjustments in response to personnel and volume changes
  • Ensure any escalated issues are resolved quickly and with high customer satisfaction, and engage with customers when needed
  • Manage, mentor, and develop team members through regular cadence engagements and professional development planning
  • Lead the Support Leadership Weekly Call, takes ownership for agenda creation and outcome attainment
  • Own tracking and reporting for key business and growth metrics related to Customer Support
  • Prioritize resources using a data-driven approach focusing on at-risk scenarios and expansion opportunities
  • Proactively own the monitoring and intervening of third party services, auditing ticket volume/invoices, assessing costs and participating in renewal activities
  • Select, implement, and manage the tools leveraged by the Customer Support team to track actions and communicate with impacted stakeholders
  • Maintain and leverage tools to proactively communicate support issues to the customer base
  • Fully own the management of TS operational excellence efforts, including populating and managing the dashboards and projects it generates
  • Responsible for championing any change management needed between Support and all other eVisit departments/teams for process improvement/creation
  • Consistently taking steps to reduce the cost to support our customers by way of establishing efficiencies, removing barriers, reducing tickets that shouldn’t route to eVisit
  • As part of the Customer Success Leadership Team, leverage customer support information to contribute to the ongoing conversations about Customer Health and customer risk management
  • Lead all support-related customer conversations that require leadership support
  • Build deep trusted relationships with engineering & product to manage escalations, but also share patterns and insights for investment that will help the company “win enterprise”
  • Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience

Qualifications

  • Bachelor's degree or equivalent practical experience required, MBA preferred
  • 3+ years of experience as a Support Manager, or Similar
  • Experience in Healthcare with a sharp eye for anomalies
  • Strong financial acumen and business sense
  • Strong problem solving and analytical skills; ability to evolve business and product strategy based on research, data, and industry
  • You learn technology quickly and navigate it with ease
  • Ability to travel 10% of time in US

Benefits

  • Competitive salary
  • Great benefits package including medical, dental, vision, HSA & FSA plans
  • 401(k)
  • Generous PTO plan, plus 12 paid national holidays
  • Fun, collaborative environment where the company is working to define the future of telemedicine
  • Excellent opportunity for professional growth

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đź“Ť Be aware of the location restriction for this remote position: USA
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Back to Remote jobs  >   Customer Service
Manager, Technical Support @eVisit
Customer Service
Salary đź’¸ competitive salary
Remote Location
USA
Job Type full-time
Posted Mar 19, 2025
Apply for this position Unlock 54,636 Remote Jobs
️
đź“Ť 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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