Manager, Customer Support

About the role

RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we’re connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all. RLDatix (RLD) is on a mission to help raise the standard of care everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it. Joining TeamRLD means being part of a global effort of over 2,000 team members making a difference in healthcare every day. We’re searching for a North America based Customer Support Manager to join our Customer Support team, so that we can help customer issues move through the right support path, remove operational blockers, and guide practical improvements within established support processes. The Customer Support Manager will balance people leadership, customer experience, performance management, and day-to-day operational follow-through to drive measurable improvements in customer and operational outcomes.

Responsibilities

• Organize the day-to-day work of Customer Support Team Leads and Analysts, including staffing coverage, workload balance, queue health, volume trends, prioritization, and follow-through on support work
• Support Team Leads in coaching Analysts so the team can deliver consistent service, grow skills, and meet performance expectations
• Utilize support trends, performance data, case reviews, quality trends, and customer feedback to identify recurring issues, process gaps, coaching needs, and improvement opportunities
• Monitor support performance, including response times, resolution times, backlog, quality, customer satisfaction, staffing needs, and monthly team targets
• Drive practical improvements through process optimization, knowledge sharing, AI-enabled tools, and workflow enhancements that make support easier, faster, and more consistent for customers and team members

Requirements

• Previous experience in a customer support leadership position within a software company, healthcare industry preferred
• Proven success in developing leaders and building high-performing teams
• In-depth knowledge on using operational data and customer feedback to drive meaningful change across an organization
• Experience and interest in change management and process improvement or new ways of working
• A knack for working cross-functionally within a fast-paced, customer-centric environment
• Ability to travel within North America approximately once per quarter

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401K
• Paid time off
• Paid holidays