Experienced Support Operations Manager – Remote Leadership Opportunity in Healthcare Technology

Introduction to Cerbo

Cerbo is a pioneering healthcare SaaS company that is revolutionizing the medical industry with its innovative approach to holistic lifestyles and personalized medicine. Our flagship product, Cerbo EHR, is a cloud-based electronic health records (EHR) and patient portal software system that has gained widespread recognition and adoption among healthcare offices across the country and around the world. What sets us apart is our unique origins, which have instilled in us a commitment to providing a great product, operating with integrity, and supporting our clients and team members. As we continue to grow and expand our reach, we are seeking a talented and experienced Support Operations Manager to join our dynamic team.

About the Role

We are looking for an exceptional Support Operations Manager to lead our support operations team and drive success in delivering quality service to our customers. As a strategic and tactical leader, you will be responsible for initiating and overseeing operational improvements that enhance customer and support team satisfaction. This is a fantastic opportunity for someone who possesses impeccable interpersonal skills, thrives on process improvement, has an analytical mindset, and is passionate about helping shape a growing support team. You will report directly to the Support Team Lead and play a critical role in driving our support operations forward.

Key Responsibilities

• Serve as the primary point of contact, 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 support specialists.
• Collaborate closely with the Support Team Lead to help meet team responsibilities, goals, and improve overall operations.
• Promote best practices, analyze, and establish processes to drive a continuously improved environment.
• Develop and maintain standard operating procedures for common situations.
• Help improve internal and external training methods to get customer service representatives (CSRs) and customers up to speed more efficiently.
• Identify gaps, provide consultation, training, and solution discovery or recommendations where needed.
• Track, analyze, and 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.
• Be willing to take on a couple of 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.

Essential Qualifications

• 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, with enthusiasm, energy, and creative thinking that makes problem-solving intriguing, while delivering results consistently.
• Good mediation skills and empathetic interpersonal skills are vital.
• Highly dependable and professional, with a strong commitment to driving and tracking a consistent engagement process with all customers, yet demonstrating flexibility where needed.

Preferred Qualifications

• Experience working in a fast-paced, dynamic environment with a strong focus on process improvement and customer satisfaction.
• Strong analytical and problem-solving skills, with the ability to analyze complex data and make informed decisions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, team members, and stakeholders.
• Experience with project management tools and techniques, with the ability to prioritize tasks and manage multiple projects simultaneously.

Career Growth Opportunities and Learning Benefits

At Cerbo, we are committed to providing our team members with opportunities for growth and development. As a Support Operations Manager, you will have the chance to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our company. You will also have access to training and development programs, mentorship, and opportunities for advancement within the company.

Work Environment and Company Culture

We are a remote-first company, which means you will have the flexibility to work from anywhere, at any time, as long as you have a reliable internet connection. Our company culture is built on a foundation of integrity, respect, and open communication. We value diversity, equity, and inclusion, and we are committed to creating a work environment that is welcoming and inclusive to all team members. We also prioritize work-life balance, recognizing that our team members have lives outside of work and need time to rest, recharge, and pursue their passions.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary based on experience, health, dental, and vision benefits, 401(k) with matching company contribution, short-term disability and long-term disability insurance, paid time off, and a full suite of remote working tools and processes. We also provide opportunities for professional development, recognition, and rewards for outstanding performance.

Conclusion

If you are a motivated and experienced support operations professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Support Operations Manager at Cerbo, you will have the chance to make a real difference in the lives of our customers, contribute to the success of our company, and grow your career in a dynamic and supportive environment. Don't miss out on this opportunity to join our team and help shape the future of healthcare technology. Apply now and take the first step towards an exciting and rewarding career with Cerbo!

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