Qualifacts · 22 hours ago
Manager, Support Services (EHR billing customer support)
Tampa, FL
Full-time
Hybrid
Mid, Senior Level
6+ years expQualifacts is a leading provider of behavioral health software and SaaS solutions. The Manager, Support Services, is responsible for ensuring the best possible customer experience through effective team leadership, process ownership, and cross-functional collaboration.
HealthcareSoftwareInformation TechnologyHealth Care
Responsibilities
Oversee all ticket resolution channels, including Live Chat, ensuring SLO/SLA/NPS targets are met
Manage, develop, and align resources for optimal workflow and coverage
Set standards and guidelines for all customer interactions
Act as escalation point for complex or high-impact issues
Collaborate with other departments to maximize effectiveness and customer loyalty
Lead performance coaching, mentorship, and development for direct reports
Manage consultation and professional services processes for timely and accurate delivery
Evaluate and improve support processes, partner satisfaction, and adoption of best practices
Lead or participate in hiring, onboarding, and administrative management (e.g., timesheets, scheduling)
Analyze team metrics, identify trends, and implement improvements
Delegate tasks and empower staff to drive results
Ensure compliance with company policies and regulatory requirements
Qualification
Required
6 years of experience in customer support or equivalent experience
2 years of management and/or supervisory experience
Preferred
Bachelor's degree preferred
Strong leadership, coaching, and team development
Advanced knowledge of support platforms, workflows, and best practices
Analytical skills for trend analysis and process improvement
Effective communication and cross-functional collaboration
Ability to manage escalations and drive resolution
Strategic thinking and adaptability
Company
Qualifacts
Qualifacts is a EHR software and data solutions provider to enhance the well being of individuals and communities.
1001-5000 employees
H1B Sponsorship
Qualifacts has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2023 (1)
2022 (3)
2021 (3)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2019-09-26Acquired
Leadership Team
Jeremy Landa
Chief Financial Officer
Rob Friedman
VP of Engineering
Recent News
Company data provided by crunchbase