Support Operations Manager

The Client Success & Strategy team is responsible for ensuring successful utilization of the Force platform to enable a tighter relationship between care teams and their patients. The Support Team sits under the wider umbrella of CS&S and provides technical support and resources to make utilization of the platform as seamless as possible. We are currently looking for a Support Operations Manager to join this team and oversee the continued success of the support we provide our end users on the platform

As a Support Operations Manager you will be responsible for managing our Support Team, composed of full and part-time Customer Support Representatives, to provide best in class support to our users. You will implement strategies and processes and analyze data to inform the larger team on potential friction points/efficiency gains.

What you’ll do:

Support Team Management: You will manage and optimize the Support Team to produce high quality support across our user base. You will train & onboard new and existing members of the CSS/Support team.

Support Operations Execution: You are comfortable with the player-coach role to resolve complex customer queries alongside Customer Support Representatives.

 Support Ops Performance Optimization: You will be responsible for meeting and tracking towards Support Team Key Performance Indicators on a monthly cadence and make workflow changes to improve these metrics (ie satisfaction & response times). You will also own optimization/development of our Customer Support Tool. Finally, you will use this data to report directly to the head of CSS and liaise with management to produce valuable insights that will shape company strategy and help inform product direction.

 Cross-functional Collaboration: You will collaborate with the product and engineering teams to resolve critical  issues and reduce future related friction points before they arise. You will also work closely with the QA team on continually improving the product. 

What you bring: 

SaaS Customer Experience: You have 2-4 years of customer-facing experience in SaaS (healthcare preferred). 

People and KPI Management: You have 1+ years of management experience. You are comfortable managing a team and tracking towards goals and team key performance indicators. 

Experience with Enterprise Support Tools: You have 1+ years of Enterprise Support Tool management, Intercom preferred.  

Data Analytics: You are comfortable looking at and gleaning insights from data. You have a strategic planning mindset that allows you to make data-driven decisions to improve the success of your team. 

Process Innovation and Adaptability: You enjoy driving new processes and workflows to tackle challenges and are comfortable doing so in a fast-paced and ever-changing environment. 

Why Force 

At Force Therapeutics, we’re reshaping the future of remote therapeutic care. Our trailblazing platform, backed by insights from over 70 leading healthcare centers and millions of clinically-validated patient data points, not only intelligently extends clinicians' reach but also engages patients at every pivotal moment of their care journey, from surgery scheduling to recovery. Serving 700,000 patients across hundreds of national facilities and validated by 145 studies, our impact resonates in both clinical and financial spheres. As we edge closer to a transformative phase of explosive growth, we're seeking dynamic team members to join our journey.

At Force Therapeutics, the well-being and growth of our team members comes first. Our robust benefits package reflects this commitment, ensuring that every aspect of our employees' professional and personal lives is supported:

• Medical, Dental, and Vision Insurance: Comprehensive coverage to ensure you and your family's health needs are always met.
• 401k Retirement Planning: To set you up for long-term financial security with a company match. 
• Pre-tax Commuter Benefits: Pre-tax option towards parking and transportation to  help you get around town. 
• Generous PTO: Ample vacation time,  unlimited safe and sick time, volunteer time off, and extra holidays, so that you take the time you need.
• Summer Fridays: A nod to work-life balance, ensuring you get the most out of those sunny summer days.
• Remote-Friendly Workplace: We believe doing your best work means providing the flexibility to do that work in the environment where you feel most productive. 

Pay Transparency Notice 

At Force Therapeutics, we prioritize transparency and fairness in all aspects of our business, including the way in which we compensate our people. To ensure that all candidates and employees understand our compensation structure, we provide clarity on pay ranges for each role. Our intention is to provide equal opportunities, eliminate pay gaps, and maintain competitive salaries benchmarked against industry standards.

The base salary range for this role is : $95,000 - $105,000 per annum*

*Salaries are determined based on qualifications, experience, and other relevant factors. Adjustments may be made to accommodate local market conditions and geographic cost-of-living differences.

Equal Employment Opportunity at Force

Force Therapeutics values diversity and is committed to creating an inclusive environment for all team members. We base all employment decisions on merit, qualifications, and business needs, without regard to race, color, religion, belief, national or social origin, sex, age, physical or sensory disability, HIV status, sexual orientation, gender identity/expression, marital status, military service, or any other protected status. We proudly encourage candidates of diverse backgrounds and experiences to apply. 

Disclaimer for Job Postings

Our company only posts job openings on our official website and LinkedIn. We do not use social media platforms or personal messaging apps for job postings. Legitimate communication from our company will come from official email addresses associated with our domain (forcetherapeutics.com). If you encounter what you suspect to be a fraudulent job posting or communication claiming to be from our company, please report it to us immediately via [email protected].