SureCost · 2 days ago
Customer Support Manager
St Petersburg, FL
Full-time
Remote
Mid Level
$85K/yr - $100K/yr
3+ years exp
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Responsibilities
Recruit, train, and onboard customer support specialists, ensuring they are equipped with the knowledge and skills to excel
Set clear performance expectations, manage KPIs (response time, resolution rates, customer satisfaction), and provide coaching and feedback
Design and implement strategies to improve the overall customer support experience, driving proactive solutions and efficient case resolution
Handle high-priority or complex customer issues, collaborating with cross-functional teams to find timely solutions
Streamline support workflows, identifying opportunities to automate tasks and improve operational efficiency
Oversee the creation and upkeep of a self-service knowledge base, ensuring content is accurate and up-to-date
Manage scheduling to ensure adequate coverage during peak times, balancing team capacity with demand
Collect and analyze customer feedback (CSAT, NPS) to identify trends, and work with teams to implement improvements
Track key performance metrics and report insights to leadership, using data to advocate for resources and improvements
Work with Sales, Product, and Engineering to address customer pain points and support retention strategies for at-risk customers
Qualification
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Required
3+ years of support experience in SaaS company
2+ years of experience managing a support team
Excellent people and management skills to interact with staff, colleagues, cross-functional teams and third parties
Excellent written and verbal communication skills
High attention to detail, organized and strong project management skills
Ability to balance strategic planning with hands-on execution in a fast-paced environment
Preferred
Bachelor’s degree preferred but not required
B2B experience
Healthcare or pharmaceutical industry experience
HubSpot experience
Benefits
Fully Remote
Unlimited PTO (Highly suggested 3-week minimum)
Flex Hours
100% healthcare premiums covered for employees
70% healthcare premiums covered for dependents
Low cost-to-employee vision and dental
Automatic 3% employer addition to 401k
12 weeks of fully paid Parental Leave
Technology stipend to cover the equipment you need to set up your home office
Professional development reimbursement
Company
SureCost
SureCost is software for the pharmacy that enables purchase, inventory, and workflows.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
David Wagner
Chief Executive Officer and Board Member
Calvin Hunsicker
Founder, Chairman & CPO
Company data provided by crunchbase
