Senior Manager, Technical Customer Support

Company Description

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice management, data, and billing solutions drive exceptional clinical and financial outcomes. 

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com. 

Job Description

We are looking for a talented and experienced Senior Manager, Technical Customer Support to lead the US based Support team. In this role, you are expected to oversee the activities related to the US based Customer Support team, mentor, lead and staff this growing group of accomplished engineers. Collaborate with other Support teams, Product managers, R&D teams, Sales and Marketing.

As a Senior Manager, Technical Customer Support in Therapy Brands you will:

• Lead, staff and grow Therapy Brands’s Technical Support team that is part of product teams and located in the US
• Manage day to day Tier-3 technical product support operations and provide support and direction to the Technical Support teams.
• Provide leadership through coaching, feedback, development goals, and performance management.
• Take data driven approach to drive clarity in multiple teams by clearly and concisely reporting customer issues and the progress.
• Mentor team leaders and team members with regards to the customer journey and driving customer happiness.
• Define and implement methods, procedures, tools, and policies to ensure that high-quality service is delivered to customers.
• Ensure high level of technical knowledge is maintained within the technical support teams.
• Establish and manage communication channels within technology teams and among other departments( T1/T2 customer care/success and product mgmt), — being the liaison to CTO and technology leaders to provide updates to the Senior Management Team.
• Need a strong ability to prioritize and multi-task in a collaborative, fast-paced environment.

Qualifications

• Excellent management and able to gain the respect of a high performing support group.
• 5+ years of experience with 2nd/3rd level technical support for software products.
• At least 4 years in directly managing a technical support team and managing managers - hiring, performance issues, team motivation, attrition management, mentoring, career progressions, etc.
• Experience with supporting products with impact on business/productivity.
• Experience with supporting enterprise customers.
• Experience with supporting SMB SaaS products/customers.
• Experience with SAL driven 24x7 support operations.
• Excellent analytical and problem-solving skills.
• Customer orientation and excellent interpersonal skills.
• Excellent English verbal and written communication skills.
• To be on call 24x7 (on occasion).
• To work weekends and holidays (on occasion).

Additional Information

While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. 

The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together! 

All your information will be kept confidential according to EEO guidelines.

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. ​

​We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. 

Therapy Brands is an equal opportunity employer.