Senior Manager of Customer Support

About Us: 

Procurement Partners builds easy-to-use software that lets healthcare organizations automate their purchasing, inventory management, and invoicing. We help thousands of facilities, and their staff reduce expenses and time spent procuring items, allowing them to increase the time available where it matters most caring for their patients and residents. Procurement Partners now includes both OnCare & Hybrent product lines, making us the fastest-growing procure-to-pay software company in healthcare.

We are backed by a growth-oriented investment firm that is scaling up rapidly, and we want you to join our organization! If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you!

About the Role: We are seeking an experienced Sr. Manager of Technical Support to lead our SaaS-based customer support team. This pivotal role will be instrumental in ensuring our customers receive unparalleled support and in driving continuous improvements in customer satisfaction. This role will report to the VP of Customer Experience.

Responsibilities:

• Lead and scale a high-performing customer support team, providing guidance, coaching, and mentorship to ensure exceptional service delivery.
• Maintain key performance indicators (KPIs) to measure the effectiveness and efficiency of the support team.
• Partner with the VP of Customer Experience to develop and implement a comprehensive customer support strategy aligned with the company's overall business objectives.
• Collaborate with peers to execute the long-term vision for customer satisfaction.
• Implement initiatives to capture customer feedback, identify trends, and translate insights into actionable strategies.
• Collaborate cross-functionally with Product and Technology teams to advocate for customer needs and contribute to product development roadmaps.
• Drive continuous improvement initiatives within the support organization, leveraging data and feedback to enhance customer experience and streamline support processes.
• Implement innovative solutions and technologies to optimize support operations.
• Build and nurture customer relationships, serving as a key point of contact for escalated issues and critical customer concerns.

What You’ll Bring:

• Minimum 6 years of experience in customer-facing roles, with at least 3 years in a leadership position.
• Proven experience in a fast-paced, B2B SaaS environment.
• Has managed a call center of 10+ agents with KPI’s and recommended improvements
• Excellent problem-solving and strategic planning abilities.
• Strong leadership and team management skills.
• Outstanding verbal and written communication skills.
• Prior experience in managing offshore teams is a plus.
• Familiarity with customer service software (Salesforce, Zendesk, Jira, Service cloud).