Support Manager

About Axuall

Built with leading healthcare systems, Axuall is a workforce intelligence company built on top of a national real-time practitioner data network. It enables healthcare systems, staffing firms, telehealth, and health plans to dramatically reduce onboarding and enrollment time while also providing unique, powerful data insights for network planning, analytics, and reporting. Its network streamlines the secure sharing of digitally verified credentials between clinicians, authorized verifiers, and organizations that require this information quickly and continuously to meet patient demand, ensure clinical coverage, and maximize revenue capture.

In 2023, Axuall closed its series B round of financing, bringing its total capital raised to more than $41 million. Axuall's investors and the organizations they represent comprise over two dozen of the nation's leading healthcare organizations that recognize the imperative to improve clinical workforce efficiency amidst significant economic and staffing challenges. 

About the Role

In this role you will serve as a contributor and manager focusing on delivering exceptional customer service. This role has accountability for our Tier 1 and Tier 2 support. You will also be responsible for identifying triage, resolution and escalation paths for all customer and technical issues identified.  This will require working within a highly matrixed and collaborative environment. This is a mid to senior level position and there is the potential to grow within this and other departments depending on your career ambitions. 

Essential Duties and Responsibilities

As a Support Manager  you will:

• Lead a High-Performance Support Team: Manage and develop a team of support professionals through mentorship, coaching, and performance feedback. Ensure your team excels in delivering user experience and technical support, promoting a culture of excellence and continuous improvement.
• Ensure Seamless Customer Support Operations: Overseethe efficient triage, escalation, and resolution of all support requests in line with client-facing and internal SLAs. Provide coverage of support roles and issue resolution as required. 
• Strategic Customer Experience Leadership: Act as a strategic leader in identifying opportunities to enhance the overall customer experience. Analyze support interactions for trends and insights, and collaborate with product and engineering teams to implement product improvements based on customer feedback.
• Innovate Support Solutions: Champion the adoption and implementation of innovative support solutions, such as AI-driven assistance and advanced knowledge bases, to streamline support processes and enhance customer satisfaction.
• Cross-functional Collaboration for Support Excellence: Lead cross-functional projects aimed at enhancing support tools, processes, and technology. Work closely with engineering, product management, and customer success teams to ensure a cohesive and integrated approach to customer support.
• Drive Continuous Process Improvement: Lead the establishment and ongoing refinement of support workflows, including the assessment and development of internal tools to increase visibility into and address the root causes of support requests.
• Foster a Collaborative and Inclusive Work Environment: Actively contribute to creating an inclusive team culture that values diversity and collaboration, aligning with Axuall’s commitment to equal employment opportunity.
• Partner with Client Services: Build strong relationships with the Customer Success team to ensure a unified customer journey, leveraging these partnerships to identify opportunities for account growth and retention.

Qualifications for Candidacy

Candidates must demonstrate experience, results, and references in the following areas: 

• Proven Support Management Expertise: At least 5 years of experience in a support management role, demonstrating successful leadership and development of support teams. A history of managing user experience and technical support operations with a focus on software end-user issues is essential.
• Technical Savvy: Candidates should possess hands-on experience with SaaS platforms and  be proficient in troubleshooting and resolving issues.  Hands-on experience in administering a service management platform (e.g. ZenDesk) is required. 
• Healthcare Industry Acumen: Previous exposure to healthcare organizations, especially in technology environments. An understanding of the unique challenges in healthcare IT and familiarity with provider credentialing processes will be a significant advantage.
• Educational and Professional Development: A bachelor’s degree in Healthcare Administration, Business, Computer Science, or related field is required; an advanced degree or relevant professional certifications (e.g., ITIL, PMP) is highly desirable. Candidates should also show a commitment to ongoing professional development, including leadership training.
• Data Analytics Skills: Experience with data analytics tools and methodologies, with the ability to derive insights from support interactions and metrics to drive continuous improvement and strategic decision-making.
• Collaborative Leadership Style: Demonstrated ability to lead cross-functional initiatives and projects, fostering collaboration across departments to improve support processes and customer experience.
• Innovation and Problem-Solving: A track record of implementing innovative solutions to enhance support efficiency and customer satisfaction. Candidates should be forward-thinking and adept at identifying and solving complex technical and operational challenges.
• Diversity and Inclusion: Commitment to promoting an inclusive work environment that values diversity. Candidates should have experience in or a passion for building teams that reflect a wide range of experiences and backgrounds.

What You'll Get From Us

We offer a wide range of benefits for our team including comprehensive health insurance, unlimited PTO/vacation days, remote work flexibility, 401(k) with employer match, fitness stipend, travel-to-work stipend, continuous education support, and paid family leave.

Axuall is proud to be an equal-opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.

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