Customer Support Manager - HirexHire

ABOUT US

HirexHire (pronounced hire by hire) is a Chicago-based recruiting and talent consultancy that integrates with companies short-term to provide long-term talent solutions. We take a seat in our client’s everyday operations to understand their people's goals, gaps, and challenges. We then develop and implement the processes and technologies to execute a sustainable and scalable talent plan.

We partner with companies expecting or experiencing high growth who need to hire at scale or fill a critical role rapidly. Our clients are not looking for quick-fix placements but are thoughtfully building a hiring strategy to scale their businesses.

OUR CLIENT

Location: Chicago, IL HQ

Industry: Healthcare Technology (SaaS)

Company Size: 50+

What They Do: Our client is a cloud-based software platform and patient engagement technology that automates the collection of patient reported outcomes. It also offers procedure-specific education modules to help prepare patients for treatments and proactively monitors their recovery.

Contact HirexHire for more client information

THE ROLE

The Customer Support Manager is responsible for developing and implementing a robust and scalable customer support strategy. This role will oversee the customer support team, establish performance metrics, and drive the adoption of innovative tools and processes to optimize efficiency, improve customer satisfaction, and ensure compliance with industry best practices. The ideal candidate will be an experienced leader in customer support management, particularly within SaaS or healthtech environments, and will be passionate about creating a customer-first culture.

WHAT YOU WILL DO

• Develop and execute a world-class customer support function, including standardized support processes and best practices such as scalable workflows, ticketing systems, and escalation processes.

• Manage the day-to-day support team, assisting in the triaging and resolution of inbound customer issues and ensuring thorough internal and external communication and documentation of issues.

• Foster a customer-first culture within the team through hiring, training, and mentoring customer support team members, ensuring high performance and engagement.

• Implement data-driven approaches to monitoring and improving performance metrics such as First Response Time, Customer Satisfaction Score, and First Contact Resolution.

• Drive the adoption of new technologies and automation tools, such as AI-driven chatbots, to streamline processes and improve response times, while maintaining a personal, human touch.

• Act as the voice of the customer, ensuring customer feedback is integrated into product development, feature prioritization, and cross-functional collaboration with sales and customer success teams.

• Maintain a comprehensive knowledge base of support documentation, enabling self-service options and continuous optimization of support resources.

• Ensure compliance with healthcare industry regulations and oversee best practices in support operations to meet these requirements.

WHAT YOU WILL NEED

• 5+ years of experience in a customer support or success management role, ideally within a SaaS or healthtech environment.

• Proven ability to build, manage, and develop high-performing teams in fast-paced, growth-oriented environments.

• Proficiency with HubSpot Help Desk functionality or experience with similar platforms such as Zendesk, Freshdesk, or Intercom.

• Strong data-driven mindset with the ability to analyze support metrics and implement actionable insights to improve processes.

• Customer-focused with a passion for understanding customer needs and delivering exceptional experiences.

• Excellent organizational, communication, and leadership skills with a collaborative mindset.

• Ability to ensure compliance with industry regulations, particularly within healthcare.

• Ability to stay up-to-date with emerging technologies and industry trends in customer support.

WHAT OUR CLIENT OFFERS YOU

Our client was recently selected as one of the top 50 "Best Small Companies to Work For in Chicago" and they pride themselves on their team culture and shared passion for working together to solve meaningful problems in health care to improve patient lives. Check out a few of their benefits below:

• Great Benefits - top-notch health, dental and vision insurance. Additional perks available including 401K.

• They are Mission Driven - our client's team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.

• True Idea Meritocracy - great ideas win out. They encourage all team members to challenge the status quo because their mission demands this.

• Flexible Time Off - they trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.

• World-Class Team - they’re at the top of our industry because of our employees. They’re the best investment they can make, and they never forget that.

• Fast Growing - they are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.