Customer Support Manager

Description Connexure is hiring a Customer Support Manager in Atlanta, GA. We are seeking an experienced and dedicated Customer Support Manager to join our dynamic team at Connexure. The ideal candidate will have a strong background in customer support and operational management, with a focus on achieving high levels of customer satisfaction and operational efficiency. As the Customer Support Manager, you will be responsible for leading and managing the customer support team, ensuring timely and effective resolution of customer issues, develop and manage the KPIs for customer support team and continuously improving support processes. Connexure is a leading SaaS software company dedicated to transforming the self-funded health insurance industry. Our mission is to provide innovative solutions that streamline operations, enhance user experiences, and deliver significant cost savings. We value collaboration, excellence, and a passion for technology and healthcare. Key Responsibilities: - Lead, mentor, and manage the customer support team to ensure high performance and professional growth.

• Develop and implement customer support policies, procedures, and best practices to ensure consistent and high-quality service.

• Monitor and analyze customer satisfaction metrics to identify trends and areas for improvement.

• Implement strategies and initiatives to enhance the overall customer experience and satisfaction.

• Act as an escalation point for complex or critical customer issues, ensuring prompt and effective resolution.

• Streamline support operations to improve efficiency and effectiveness, including optimizing support workflows, tools, and systems.

• Monitor support team performance metrics and KPIs, and use data-driven insights to drive continuous improvement.

• Collaborate with cross-functional teams, including product management, engineering, and sales, to address customer feedback and improve product quality.

• Develop and deliver training programs to ensure the support team is knowledgeable and skilled in handling customer inquiries and issues.

• Stay current with industry trends and best practices, and incorporate new knowledge into training and support processes.

• Prepare and present regular reports on customer support performance, highlighting key metrics, achievements, and areas for improvement.

• Analyze support data to identify patterns and root causes of issues, and implement corrective actions as needed.

• Maintain clear and proactive communication with customers, providing regular updates on issue resolution and product enhancements.

• Develop and maintain a comprehensive knowledge base and self-service resources to empower customers and reduce support demand. Job Qualifications: - Bachelor's degree in Business, Information Technology, or a related field.

• 5 years of experience in customer support or customer service management, preferably within the SaaS or healthcare industry.

• Proven track record of achieving high levels of customer satisfaction and operational efficiency, managing customer escalations.

• Excellent leadership, communication, and interpersonal skills.

• Strong problem-solving and analytical abilities, with a data-driven approach to decision-making.

• Proficiency in customer support software and tools (e.g. HubSpot, Zendesk, Salesforce, etc.)

• Ability to work effectively in a fast-paced, dynamic environment.

• Experience in the self-funded health insurance sector is a plus. It is Connexure's mission to unify the self-funded medical ecosystem through integrated technologies, processes, and data insights. The Leadership team believes in a customer-centric approach to driving value and creating a network effect where the software only becomes stronger as more users adopt it. This proud, Atlanta-based, industry-shaping vertical software business is looking to simplify the lives of those in the self-funded space. If you are interested in learning more about a career with Connexure as a Customer Support Manager, apply today Pay Range $90,000.00 Annually to $110,000.00 Annually