Manager, Customer Support Operations

About the Role We're partnering with a rapidly growing healthcare technology company that's transforming how healthcare organizations and consumers navigate complex financial and administrative experiences. As the company continues to scale nationally, they're looking for an experienced Manager of Customer Support Operations to lead a high-performing customer-facing support team responsible for delivering exceptional service across multiple stakeholder groups. This role sits at the intersection of people leadership, operational excellence, and customer service experience. You'll lead a team responsible for resolving complex customer issues, improving operational processes, coaching frontline supervisors and reps, and partnering cross-functionally to create a more seamless customer service journey for patients and members. This is an opportunity for someone who enjoys building scalable operations, developing people internally as well as leading a BPO, and creating systems that improve both the patient and member experience in a fast-growing organization. What You'll Do Lead Customer Operations Manage the day-to-day performance of a customer operations team supporting a high-volume healthcare services environment. Ensure service levels, quality standards, productivity metrics, and customer satisfaction goals are consistently achieved. Monitor operational performance and proactively address capacity, workflow, and service challenges. Develop and Coach Your Team Hire, mentor, and develop supervisors and frontline team members and you will have direct leadership responsibilities overseeing the BPO that supports the internal team Conduct regular coaching sessions, performance reviews, and career development conversations. Foster a culture of accountability, collaboration, continuous improvement, and customer-first thinking. Drive Operational Excellence Identify process inefficiencies and implement scalable improvements that increase quality, efficiency, and customer satisfaction. Leverage operational data to identify trends, recommend improvements, and support business decisions. Partner with leadership on workforce planning, staffing models, and operational readiness as the organization grows. Partner Across the Business Collaborate with Product, Technology, Compliance, Operations, and Client Success teams to resolve recurring customer issues and improve the overall experience. Act as an escalation point for complex operational issues and help drive root-cause analysis and long-term solutions. Champion initiatives that improve internal workflows, technology adoption, and operational effectiveness. Support Organizational Growth Help implement new tools, workflows, and customer support capabilities. Lead change management initiatives while maintaining high levels of employee engagement. Contribute to building a scalable operational infrastructure capable of supporting continued national growth. What We're Looking For 7+ years of experience in customer operations, customer service, healthcare operations, revenue cycle, or contact center leadership. 3+ years leading a BPO team, specifically supervisors, or high-performing customer-facing teams at the BPO. 5+ years experience in healthcare, insurance, benefits administration, or revenue cycle environments. Experience with CRM and customer support ticketing platforms such as Salesforce, Zendesk, Five9, Talkdesk, Genesys, or similar technologies. Startup or high-growth company experience is highly desirable. Other Important Details Base Salary Range: $75,000–$90,000 Working Location: Remote Worth Authorization: This tech startup is unable to provide visa sponsorship at this time.