Manager, Customer Support

Responsible for the day-to-day management of the team personnel and ensuring efforts align with the mission of the Support organization.

Essential Duties & Responsibilities

• Provides knowledgeable technical and functional assistance to external and internal customers in a prompt and courteous manner
• Demonstrates advanced understanding of internal systems and is proficient in their use, including case management software
• Demonstrates advanced understanding of operations metrics and purpose.
• Demonstrates advanced understanding of company mission and Greenway Health products.
• Documents interactions (via phone, portal, and/or chat, as assigned) with customers via cases.
• Completes/Delivers all required training and demonstrates skills in areas to include Product, Systems and Customer Service
• (including professional interactions).
• Negotiates unresolved customer cases to other teams or teammates (L2, L3 other internal (NOC)).
• Provides Input for Level 3 item prioritization.
• Utilizes Knowledge Base in researching issues.
• Develop contributors to our knowledge base article database.
• Assists and acts as a mentor to all Technicians and Team Leads.
• Creates, maintains, and participates in issues resolution internal chats based on assigned subject groupings.
• Participates in Pilot and Beta.
• Directs escalations from L1/L2.
• Interacts with Product Management and Development for escalation and product counsel, future product versions, and
• change management.
• Conducts special projects and acts as a consultant for other groups.
• Manages case metrics and call flow
• Performs Call Detail Reviews’s and Monitors personal queues. May include active call monitoring.
• Follows up and handles escalation from customer surveys.
• Leads 1:1s with

  Education and Experience

  • Bachelor’s Degree  or equivalent work experience in customer service
  • Seven (7)+ years in a support environment, lead-level position.
  • Operating knowledge of client base, including customer requirements, trends and future directions
  • Excellent English proficiency in verbal and written communications
  • Accent neutral
  • Worked in US Healthcare process

  Skills, Knowledge, and Abilities

  • Excellent written and oral communication skills, problem-solving skills and analytical skills
  • Must be able to organize and manage workload efficiently and prioritize projects and cases with minimal supervision.
  • Must possess strong leadership and organizational skills, be motivated and thrive in a fast paced environment, and have the ability to work non-standard hours 
  • 100 Mbps internet service if working from home

  Work Environment/Physical Demands

  • While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the work day
  • This role requires that one can sit and regularly type on a key board the majority of their work day
  • This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as, in-coming and out-going communications via the computer and/ or mobile devices.
  • The role necessitates the ability to listen and speak clearly to customers and other associates
  • The work environment is an open room with other associates and noise from others will be part of the regular work day
  Technicians and Team Leads for personal development of the team and career pathing.
• Leads daily rollcall, evaluations, and reviews.
• Manages Performance Improvement Plans and disciplinary actions.
• Conducts interviews with potential employees.
• Approves PTO, timesheets, and performance reviews.
• Recommends Concession or Credit approach for financial consideration
• All other duties as assigned.