Customer Support Manager

About the Company

Healthmonix is a female-owned healthcare analytics company focused on helping organizations drive value-based care solutions. As a CMS Qualified Registry since 2009, Healthmonix’s industry-leading software has assisted over 52,000 providers in reporting their quality measures—all while adding more revenue to their bottom line. Founded in 2007, Healthmonix is rooted in quality metric development, performance improvement, and driving outcomes for health systems. Located right outside of Philadelphia, we proudly serve clients throughout the country.

About the Role

The Customer Support Manager leads the Support team responsible for ensuring an exceptional experience across all customer interactions. This individual will oversee daily operations, implement process improvements, monitor performance metrics, and drive accountability across the team. The role also involves collaborating with cross-functional departments to optimize communication, elevate customer satisfaction, and scale operational excellence as Healthmonix continues to grow. The ideal candidate is a strategic, people-focused leader with strong analytical skills, a customer-first mindset, and a passion for developing high-performing teams.

Responsibilities

• Lead, mentor, and develop the Customer Support team, fostering a culture of accountability, collaboration, and continuous improvement.
• Oversee daily support operations, ensuring timely, professional, and accurate responses to all customer inquiries via email, phone, and chat.
• Set, track, and report on performance metrics (response time, resolution rate, customer satisfaction, etc.) to senior leadership.
• Conduct regular one-on-ones, team meetings, and performance reviews to support growth and engagement.
• Partner with Customer Success, Product, and Development teams to identify recurring issues, gather customer feedback, and drive operational improvements.
• Develop and implement scalable support processes, documentation standards, and communication templates.
• Develop and maintain a knowledge base of training content to help users self-serve where possible, and aim to address common issues through automation and templated responses.
• Work to perfect a chatbot to redirect simple needs to automated tools/content.
• Incorporate artificial intelligence (AI)/generative AI into workflow improvement strategies to manage workload and increase efficiency and customer satisfaction.
• Manage workload distribution, staffing schedules, and coverage to meet service-level objectives.
• Review and improve the team’s use of tools such as HubSpot, Jira, and internal knowledge bases for efficiency and data integrity.
• Support onboarding, training, and continuous education for both new hires and tenured staff.
• Analyze trends in support requests to anticipate customer needs and proactively address potential issues.
• Serve as the escalation point for complex or high-visibility customer issues, ensuring timely resolution and clear communication.
• Collaborate with leadership to align support strategy with organizational goals and product enhancements.

Qualifications

• Bachelor’s degree or equivalent experience
• 3–5 years of experience managing a customer support or customer success team, preferably in SaaS or healthcare technology
• Proven success leading teams through growth and process transformation
• Familiarity with CMS programs such as MIPS or ACO reporting is a plus
• Proficiency with Microsoft Office tools and cloud-based business systems
• Detail-oriented, organized, and able to manage multiple priorities
• Hybrid schedule: 2 days in-office, 3 days remote

Required Skills

• Strong leadership and coaching abilities; able to motivate and empower a diverse team
• Excellent communication and interpersonal skills
• Strategic thinker who can balance immediate operational needs with long-term planning
• Strong analytical skills and attention to detail
• Process-driven with the ability to streamline workflows and drive efficiency
• Customer-focused with the ability to manage challenging situations with empathy and professionalism
• Adept at using CRM and support systems such as HubSpot, Jira, or Zendesk

Preferred Skills

• Experience in healthcare technology
• Familiarity with AI tools and their application in customer support

Pay range and compensation package

• Base pay
• 401(k) and company match
• Phantom stock
• Medical, dental, and vision insurance
• PTO

Equal Opportunity Statement

Healthmonix is committed to diversity and inclusivity in the workplace. We encourage applications from individuals of all backgrounds and experiences.