Manager, Customer Support Operations

About the OpportunityThe organization is partnering with a rapidly growing healthcare technology company that's transforming how healthcare organizations and consumers navigate complex financial and administrative experiences. As the company continues to scale nationally, they're looking for an experienced Manager of Customer Support Operations to lead a high-performing customer-facing support team responsible for delivering exceptional service across multiple stakeholder groups. This role sits at the intersection of people leadership, operational excellence, and customer service experience. The individual will lead a team responsible for resolving complex customer issues, improving operational processes, coaching frontline supervisors and reps, and partnering cross-functionally to create a more seamless customer service journey for patients and members.This is an opportunity for someone who enjoys building scalable operations, developing people internally as well as leading a BPO, and creating systems that improve both the patient and member experience in a fast-growing organization. Key ResponsibilitiesManage the day-to-day performance of a customer operations team supporting a high-volume healthcare services environment.Ensure service levels, quality standards, productivity metrics, and customer satisfaction goals are consistently achieved.Monitor operational performance and proactively address capacity, workflow, and service challenges.Hire, mentor, and develop supervisors and frontline team members, with direct leadership responsibilities overseeing the BPO that supports the internal team.Conduct regular coaching sessions, performance reviews, and career development conversations.Foster a culture of accountability, collaboration, continuous improvement, and customer-first thinking.Identify process inefficiencies and implement scalable improvements that increase quality, efficiency, and customer satisfaction.Leverage operational data to identify trends, recommend improvements, and support business decisions.Partner with leadership on workforce planning, staffing models, and operational readiness as the organization grows.Collaborate with Product, Technology, Compliance, Operations, and Client Success teams to resolve recurring customer issues and improve the overall experience.Act as an escalation point for complex operational issues and help drive root-cause analysis and long-term solutions.Champion initiatives that improve internal workflows, technology adoption, and operational effectiveness.Help implement new tools, workflows, and customer support capabilities.Lead change management initiatives while maintaining high levels of employee engagement.Contribute to building a scalable operational infrastructure capable of supporting continued national growth. Required Qualifications7+ years of experience in customer operations, customer service, healthcare operations, revenue cycle, or contact center leadership.3+ years leading a BPO team, specifically supervisors, or high-performing customer-facing teams at the BPO.5+ years experience in healthcare, insurance, benefits administration, or revenue cycle environments.Experience with CRM and customer support ticketing platforms such as Salesforce, Zendesk, Five9, Talkdesk, Genesys, or similar technologies.Startup or high-growth company experience is highly desirable. Additional InformationBase Salary Range: $75,000–$90,000Working Location: RemoteWork Authorization: This tech startup is unable to provide visa sponsorship at this time. The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.