Customer Service Manager

Company Description: Lighthouse Software Systems, LLC is a specialized Software as a Service (SaaS) company that operates The Central Registry, a specialized system that supports secure, efficient data management and critical compliance workflows. Because our industry is governed by strict compliance mandates and patient safety standards, our daily operations rely on a precise understanding of established regulations, while navigating nuanced, "grey area" scenarios with exceptional care, empathy, and critical thinking. Ultimately, our platform delivers reliable technology solutions that support essential patient care and regulatory compliance.

We foster a professional environment that is collaborative and supportive, maintained by a commitment to high performance and rigorous operational standards. We are seeking an accomplished leader who thrives in a compliance-driven software environment to join our team.

Role Description We are seeking an operational, technical, and detail-oriented Customer Service Supervisor to manage a small team of remote customer service agents.

The successful candidate will ensure our clients receive exemplary support by actively monitoring ticket queues, maintaining established SLAs, conducting ticket quality reviews, and bringing our team forward. As a leader, this role requires a strong technical aptitude to act as the bridge between our customers and our technical team, effectively translating user feedback and prioritizing software issues with our programming staff.

The Supervisor will also take a direct role in new user onboarding by delivering formal online training sessions to platform users. While this position focuses on leadership and operational oversight, the Supervisor must be prepared to directly manage tickets and escalations during peak volumes to ensure service continuity. This position requires an individual who can master complex product navigation and corporate administrative guidelines, demonstrating high adaptability to evolving software tools.

• Schedule: Monday – Friday, commencing at 6:00 AM EST. very occasional weekend coverage
• Location: Remote (Must reside within the Continental United States; Eastern Time Zone preferred).
• Citizenship: United States Citizenship is required.
• Status: Full-Time, Salaried.

Qualifications

• Must be a United States Citizen residing within the Continental United States.
• A minimum of 2+ years of experience managing a customer service team, with a preference for experience leading remote personnel.
• Strong understanding of Software as a Service (SaaS) environments, including experience collaborating with product management, QA, or software engineering teams.
• Software literacy. Proven ability to rapidly achieve proficiency in complex product navigation and administrative guidelines, with demonstrated adaptability to new software systems.
• Ability to triage complex technical issues, distinguishing between user error, configuration needs, and critical software bugs.
• Professional presentation and communication skills, both written and verbal, with the ability to articulate technical workflows clearly during online client training sessions.
• Working familiarity with modern support ecosystems. Experience utilizing Freshdesk, Freshchat, Vonage, and Microsoft 365 is highly advantageous.
• HIPAA Certification is required due to the daily management of sensitive health information.
• Prior experience working within Opioid Treatment Programs (OTPs) or behavioral health software environments is strongly preferred.