Manager Customer Support

Job Summary:

The Manager, Customer Support leads a team of Analysts, Associate Analysts, or Coordinators responsible for delivering exceptional customer experience and driving strategic initiatives that extend the role of Support beyond issue resolution.

This Manager Customer Support works with the L1 Support Team-focused on frontline case management, process efficiency, and volume optimization-or the Strategic Support Team-focused on premier account enablement, governance, quality, and emerging product readiness. The Manager Customer works cross-functionally with Product, Account Management, Network & Technology Operations, and other departments, to ensure that Customer Support insights and operational excellence directly influence product improvement, adoption, and overall customer value.

Responsibilities:

* Lead and develop a high-performing Support team focused on delivering measurable improvements in customer experience, operational performance, and business impact.

* Manage day-to-day operations, balancing responsiveness, quality, and efficiency while meeting or exceeding established Service Level Agreements (SLAs) and performance targets.

* Partner cross-functionally with Product, Account Management, and Engineering teams to align Support operations with strategic business goals.

* Translate customer and operational data into actionable insights that inform decisions, identify trends, and drive continuous improvement.

* Play a key role in the evolution of Support from a reactive issue-resolution function to a proactive, customer journey-centered model that anticipates needs, accelerates adoption, and enables customer success.

Governance, Insights & Quality

* Establish and maintain functional governance standards across the Support organization, ensuring consistency in case handling, documentation, and escalation management.

* Lead quality programs, including case audits, root-cause analysis, and performance feedback loops.

* Partner with Support Ops to design data-driven dashboards and metrics that enhance transparency and accountability.

* Leverage insights from AI, BI tools, and sentiment data to identify friction points and opportunities for automation or process improvement.

Product & Innovation Enablement

* Partner with Product and Implementation teams to define Support readiness for new products and capabilities.

* Manage early adopter and proof-of-concept programs to ensure seamless handoffs and scalable long-term support models.

* Translate customer feedback and Support learnings into actionable input for product roadmaps, release planning, and quality improvements.

* Serve as an internal thought partner in defining how Support enables customer value realization and contributes to innovation cycles.

Premier Account & Internal Partnership

* Collaborate closely with Account Management to align Support execution with strategic goals for premier or high-value accounts.

* Support the delivery of data-driven insights that improve customer engagement, utilization, and retention.

* Participate in QBRs or executive-level reviews to represent Support performance, customer sentiment, and value metrics.

* Lead or co-lead operational readiness for enterprise-level programs, including initiatives like the ePA Portal or other large-scale partnerships.

Qualifications:

Basic Requirements:

* Bachelor's degree or equivalent experience.

* 8+ years of related, progressive experience in customer support, customer/technical support manager, technical account management, or product operations.

* 3+ years of people leadership experience managing a call center, support analysts or senior individual contributors in a support, account management, customer success, or operations environment.

* Strong communication and influence skills with the ability to gather and synthesize data insights and present to audiences of various levels.

* Demonstrated success in cross-functional collaboration with teams such as L2 support, product, account Management, and engineering.

* Handle customer and internal escalations as needed during off-hours.

* History of continued process and workflow improvement within a technical environment.

* Adopter of AI technology to increase efficiency etc.

* Experience using a CRM such as Salesforce.

Preferred Qualifications:

* Experience in enterprise SaaS, healthcare IT, or other regulated industries.

* Proven track record transforming support functions toward proactive, customer journey-based models.

* Proficiency with Support analytics and reporting tools (e.g., Tableau, Power BI, SQL, or AI-powered platforms).

* Familiarity with quality frameworks, case governance models, and customer experience metrics (CSAT, NPS, CES).

#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 .

To be considered for employment, applicants must have a valid U.S. work authorization allowing work without restrictions with Surecripts in the U.S. At this time, we are unable to provide support or provide sponsorship for immigration benefits such as work visas. Additionally, we do not participate in academic training programs or work-study programs through an academic institution that require employer endorsement of F-1/CPT or F-1/STEM.

You're an advocate with a customer-first mindset who will do whatever is needed to help your customers succeed. You play at the intersection of creativity and strategy. And while you like big ideas, you're also grounded in good data, real market insights and measurable results.

We're a team of creatives and strategists who are customer obsessed. We value teamwork and innovation and strive to make a difference in healthcare by focusing on our customers. We're storytellers and promoters who serve as champions for quality and customer experience. We take our work seriously, but we also know how to have fun.

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.

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.