Customer Support Manager

Linus Health is a Boston-based digital health company focused on transforming brain health for people across the world. By advancing how we detect and address cognitive and brain disorders – leveraging cutting-edge neuroscience, clinical expertise, and artificial intelligence – our goal is to enable a future where people can live longer, happier, and healthier lives with better brain health.

We are a team of 95+(and growing!), embarking on an exciting period of accelerated growth.  We invite collaborative, self-driven and impact-oriented professionals to join our dynamic and fast-growing team.

Does this sound like an innovative & disruptive start-up where you could see yourself?  If so, please continue reading…

The Role:

We are seeking a Customer Support Manager who will own customer contact for all customer support requests. The Customer Support Manager will improve and expand the customer lifecycle through world class customer support. If you have a desire to help others, an interest in technology, and passion for the customer experience, this could be the perfect opportunity for you. 

What you'll Do:

• Cultivate proactive support culture and processes for scale. 
• Be a trusted advisor to our customers as a subject matter expert in the Linus Health platform. 
• Provide basic troubleshooting support in a timely and professional manner, while exceeding SLA expectations.
• Manage first level support for incoming customer inquiries via Linus Health Support channels including but not limited to; client meetings, email, phone, and chat. 
• Understand and participate in maintaining key Support volume metrics.
• Develop documentation, knowledge base articles, FAQ’s and training materials for the internal support team. Will help the team in maintaining the knowledge base with up to date information. 
• Lead and participate in assigned client check-ins, building rapport with those key clients.
• Assist in training and education as needed. 
• Drive a successful product experience by identifying and recording bugs and feature requests and managing resulting customer communication.
• First tier client escalations. 
• Define and develop proper escalation of unresolved issues to collaborate with the appropriate internal teams such as Product, Engineering and Customer Success to ensure we resolve client issues promptly and efficiently.
• Identify trends to address with the client or internally to improve client experience and workflow.
• Cultivate proactive support culture and processes for scale.
• Other support related special projects as assigned. 

About You:

Must Haves:

• 5-7 years of customer support experience; in a healthcare setting/practice, or with a SaaS product. 
• Must have; healthcare billing, biotech, pharmaceutical or clinical experience. Preferably, with a neurological focus. 
• Demonstrated history of excelling beyond customer expectations.
• Passionate about customer success and supporting high-quality deliverables, and determined to drive long-term customer value.
• Excellent communication skills, and demonstrated ability to defuse tense situations.  
• Previous experience with, and an expert level of comfort with Apple/ IOS products - being able to troubleshoot and teach others how to use those products. 
• Effective time and task management.
• Excited and energized working in a fast-paced environment and navigating ambiguity.
• Prior experience in account management or client implementations 
• Bachelor’s Degree; Education, Business/Marketing, Nursing, Communications, or Psychology 

Nice To Haves:

• Digital Health experience working with SaaS products, software or related technology.
• Preferred experience working at Apple or the Genius Bar
• Previous academic or pharmaceutical trial experience
• Experience using Zendesk Support
• Masters Degree; Business Administration, or Healthcare Administration

What We Offer:

• As a health and wellness company, an opportunity to have a lasting impact on the way people and communities engage with brain and mental health, and even to affect the prognosis of people’s mental and brain health trajectory(pretty powerful stuff if you ask me!)
• A mission-driven environment where all 50 (and counting) employees strive to exemplify our core values every day
• Competitive compensation packages that include an annual discretionary target bonus incentive as well as valuable equity
• Unlimited PTO — We know this can work both ways, however our leadership team does an excellent job at encouraging people to take PTO
• A sincere and deep appreciation for the importance of mental health. We have recently implemented a “monthly flex day” where employees are encouraged to take time away from work to rest, recharge & reset.
• A peer-to-peer recognition program: Celebrating our employees hard work and success is in our DNA!
• Employee Referral Incentive program
• A robust healthcare package that includes medical, dental & vision benefits as well as a 401(K) program where Linus will match up to 6% of employee contributions.

Linus Health is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender, gender identity or expression, age, genetic information, disability or any characteristic protected by law. We believe that diversity is critical to the growth of our company and understand the importance of fostering an environment where everyone has a voice. We are also committed to providing reasonable accommodations for candidates with disabilities during the recruiting process. If you are in need of assistance due to a disability, please contact us.