Support Operations Manager

The Company 

Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around the world – use Cerbo for most everything they do in their day-to-day. Cerbo originally started as a developer’s nights-and-weekends project. And has grown into one of the leading EHR systems for functional or “root cause” medicine and membership- or cash-based clinics. Because of our unique origins, we often approach things a bit differently. That is, success for us is not just about the bottom line. It’s more about providing a great product, operating with integrity, and supporting our clients and our team. During the past four years our team has grown, and thousands of practitioners and patients use our product. To this end, we’re looking for a Support Operations Manager - EAST COAST to join our growing team. 

What You’ll Do 

We are seeking an experienced Support Operations Manager to help us manage our support operations to be more productive, work more effectively and deliver quality service to our customers. As a Support Operations Manager, you will be responsible for initiating and overseeing the operational improvements that need to take place to enhance customer and support team satisfaction. This is a strategic and tactical role in a fast-paced area of the business that is challenging and changing continuously. The ideal candidate will lead by example, providing hands-on guidance, process improvement and mentorship to a team of Tier 1 and 2 specialists. This role is a great opportunity for someone who possesses impeccable interpersonal skills, thrives on process improvement, has an analytical mindset and the desire to help shape a growing support team. This role will report directly to the Support Team Lead. 

Primary Responsibilities 

• Main POC, responsible for managing the support team and triaging high priority incoming tickets from 8:00 AM EST to Noon; providing leadership, coaching, and ensuring workload balance and coverage amongst the support specialists. 
• Work closely in supporting the Support Team Lead to help meet team responsibilities, goals and improving overall operations. 
• Promote best practices, analyzing and establishing processes to help drive a continuously improved environment. 
• Developing and maintaining standard operating procedures for common situations. 
• Help improve internal/external training methods to get CSR’s and customers up to speed more efficiently. 
• Help identify gaps, provide consultation, training, and solution discovery or recommendations where needed. 
• Track/analyze/consolidate tickets from customers and third-party requests to help identify areas of improvement and make recommendations on where we can make changes to the system or provide self-service tools to alleviate repetitive support burden. 
• Improve Freshdesk operations and help the team use the tool more effectively and efficiently to gather and analyze metrics to make strategic decisions. 
• Willingness/team player to take on a couple phone support shifts weekly, answer daily tickets to help ease the queue and fill in as needed for weekend/holiday after hours (occasionally in rotation). 
• Own special miscellaneous projects determined by leadership related to improving operational efficiency. 

What You’ll Bring 

• 5+ years of technical support experience, through a combination of technology, commercial and / or consulting, preferably in Healthcare/IT and/or EHR. 
• Managing Freshdesk or Zendesk experience preferred. 
• Strong work ethic and prior experience leading teams, either in Support, Account Management, or any technical capacity  
• Creative and result-oriented: your enthusiasm, energy and creative thinking make problem-solving intriguing, while your sense of urgency means you deliver results consistently.  
• Good mediation skills are critical and empathetic interpersonal skills are vital. 
• You are excited about driving and tracking a consistent engagement process with all customers, yet demonstrating flexibility where needed.  
• Highly dependable and professional.  

 Compensation & Benefits 

• Competitive compensation based on experience  
• Health, dental and vision benefits 
• 401(k) with matching company contribution 
• Short-term disability & long-term disability insurance 
• Paid Time Off 
• Full suite of remote working tools and processes 

 Location: 100% Remote 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.