Manager, Level 2 Technical Support

Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

Reporting to Director of Support, the Level 2 Technical Support Manager oversees the enterprise support of the Amwell experience. The Technical Support Manager plays a critical role in the success of our relationships with our enterprise clients and end users of our technology. Collaborating with our Level 3 Technical Support teams, Implementation, Customer Success and Account Director teams, the Technical Support Manager is responsible for defining, tracking, and reporting team success metrics, guiding innovation projects, all while driving continuous improvement to reduce effort and improve outcomes for our customers.  The Technical Support Manager will lead a growing team of 15-20 Support Specialists and Leads to provide outstanding support to our enterprise clients.  This person will focus on all aspects of customer satisfaction while carefully tracking and managing client issues. The right candidate has experience leading a technical software support team, working collaboratively with other internal teams and fostering positive relationships with our clients.  Strong communication, creative problem solving and a passion for customer service are all key attributes for this role. 

Core Responsibilities:

• Oversee a team of Tier 2 Technical Support Specialists primarily focused is enterprise client support.
• Monitor and manage case queues to ensure cases are resolved within SLA with high quality.
• Take the lead on critical/high priority cases as needed to ensure they are addressed in a timely manner.  This will require working closely with external stakeholders as well as internal teams including professional services, account management and our technology teams.
• Define, analyze, interpret, and act upon customer support success metrics.
• Implement an enhanced quality framework.  Ensure cases are handled correctly through weekly quality audits. Provide coaching based on quality audit findings.
• Support improvements to the knowledge base and ensure Specialists have the tools they need to effectively resolve case issues.
• Collaborate cross-functionally on the implementation, management, and ongoing review of strategic support initiatives.
• Develop and implement process improvements and procedures to drive efficiencies, improve quality and enhance the Customer experience.
• Establish relationships with our enterprise client’s operational teams. Attending external client meetings as needed to support our product management or account management teams.
• Investigate and address support quality issues that are escalated from our enterprise clients or internal stakeholders including Account Managers and Customer Success Managers
• Manage workforce staffing plan to meet evolving support demands.
• Identify and develop training content as products change.
• Develop individual career coaching plans
• Drive organizational maturity.

Qualifications:

• Minimum of 8 years’ experience managing a high-volume technical support team
• Minimum of 5 years management/leadership experience
• Extensive experience with web and mobile application software support
• Demonstrable experience driving automation and DX improvements.
• Excellent analysis skills, and a track record of implementing change by leveraging data.
• Experience implementing and adapting customer service processes/procedures.  
• Proven ability to coach and mentor employees, ability to translate your skills to other team members through training and mentoring.
• Experience using CRM Tools, Salesforce preferred.
• Comfortable understanding and explaining software products to diverse audiences.
• High energy level, enthusiastic, and eager to do what is necessary to be successful.
• Demonstrated ability to learn quickly and use critical thinking and problem solving to troubleshoot complex support issues.
• Excellent verbal and written communication skills
• Experience leading strategic initiatives with limited involvement from leadership.
• Proven ability to adapt quickly to changing priorities.
• Bachelor’s degree preferably in a technical discipline or relevant professional experience.  Master’s Degree/MBA and/or relevant certifications (PMP, CXPA) is a plus.

Additional information

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We’re a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic. 

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.

Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!  Amwell has collaboration spaces in Boston, Tysons Corner, Portland, Woodland Hills, and Seattle.

The typical base salary range for this position is $96,000 - $132,000.  The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors.  In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.

Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.

Additional Benefits

• Flexible Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance