Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions - from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.

　　Job Summary

　　The Manager of Customer Support oversees the support of customers encountering problems using Surescripts' products at Level 1. The incumbent establishes and maintains systems that provide answers to common questions and problems. The Manager of Customer Support reports new or recurring problems to design departments. The incumbent enhances Surescripts' overall customer experience by effectively and efficiently resolving customer issues. The Manager of Customer Support manages and collect data in order to improve Surescripts' operational processes. The incumbent selects, develops, and evaluates personnel to ensure the efficient operation of the function.

　　Responsibilities

　　Specific responsibilities include:

　　Manage day-to-day operations of the Level 1 Customer Support team (including directories, transaction, training, and specialized account support)Meet established service level agreements for resolution of customer support requestsManaging and maintaining the accuracy of customer/vendor demographic informationCollect and analyze customer data to improve customer service and outcomesEnsure resolution of customer escalationsEnhance Surescripts customer experience to increase the organization's Net Promoter ScoreHire, manage, and mentor a professional and customer-focused staff that functions as a high-performing teamEnsure key standard operating procedures are defined and followedBuild, maintain, and execute quarterly plans aligned with business objectivesDevelop, monitor, and manage key performance metricsLeverage a data-driven approach to building and optimizing processes that drive efficiency and an improved customer experience and develop, track, and optimize performance metricsCollaborate with leaders across Surescripts to achieve organizational goals

　　Qualifications

　　Basic Requirements:

　　Bachelor's Degree and 5-8 years of related experience or equivalentPeople management experience or a strong track record of leading projects, training othersPrevious customer support or technical support experienceExperience finding and using data to drive decision makingExperience handling customer escalations and using a structured incident management processTakes initiative to address and solve problems and drive accountability while ensuring collaboration

　　Preferred Qualifications:

　　Experience hiring, managing and motivating a distributed teamPeople management, development, and coaching experienceProven track record of success in scaling processes and maintaining SLAsPrevious experience using a structured incident management process such as ITILExperience working in a regulated space such as healthcareExperience with systems such as Salesforce, Tableau, JIRA, Confluence

　　Competencies / Skills:

　　Lead by example with a learning mindset, empathetic people-first attitude, and strong sense of responsibility for your domainSelf-motivated, detail-attentive, and action-driven with the ability to take initiative, execute, and follow throughHighly effective communicator with good people instincts - able to build trust and work well with a diverse group inside and outside the companyEager for a very hands-on role, where you'll be asked to take on and run various initiatives outside your comfort zone and learn quicklyHighly organized, self-motivated, and detail-oriented, with great follow-through on initiatives big and smallHigh integrity individual who's enthusiastic about building a great company for the long termCourage to challenge the status quo when logic and reason require it. Takes initiative to improve or fix opportunity areas.

　　Keywords: customer support manager, technical support manager, technical account manager, ITIL, SLAs, escalation management

　　#LI-HYBRID

　　Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed .

　　What You're Like

　　You play at the intersection of creativity and strategy. And you know how to bring your creativity and strategy to life. You like big ideas, but you're also grounded in good data, real market insights and measurable results.

　　What We're Like

　　We're a team of creatives and strategists who live by the motto "digital first" (although we know print, too). We're storytellers and promoters who stay grounded in our purpose. We take our work seriously, but we also know how to have fun.

　　What the Work is Like

　　Our challenge is dealing with competing priorities as we juggle long-term goals with short-term needs. To do this, energy and positivity is the name of the game. And we take time to both celebrate our accomplishments and learn from our missteps.

　　Why Wait? Apply Now

　　We're a midsize company. This means you're not just another employee ID number. Here, you can build real relationships and feel supported by truly awesome people with diverse backgrounds and talents in an innovative and collaborative work culture. We strive to create an environment where you can be yourself, share your ideas and work your way. We offer opportunities for employee development, as well as competitive compensation packages and extensive benefits.

　　At Surescripts, base pay is one part of our Total Rewards Package (which may also include bonus, benefits etc.) and is determined within a range. The base pay range for this position is $99,142 - $121,173 per year. Your base pay may vary within or outside of this range depending on a number of factors, including (but not limited to) your qualifications, skills, experience, and location.

　　Benefits include, but are not limited to, comprehensive healthcare (including infertility coverage), generous paid time off including paid childbirth and parental leave and mental health days, pet insurance, and 401(k) with company match and immediate vesting. To learn more, review the Keep You and Yours Healthy, Balancing Work and Life, and Where Talent Takes Shape links under the Better Benefits. Better Work. Better Life section of our careers site.

　　Physical and Mental Requirements

　　While performing duties of this job, an employee may be required to perform any, or all of the following: attend meetings in and out of the office, travel, communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation.

　　Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.