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connectRN Inc.
Waltham, MA, United States
**Manager, Customer Support** Waltham, MA / Product & Operations Community Support / Full Time connectRN is a tech enabled platform connecting nurses and aides with opportunities to improve their work life. We believe nurses and aides are the backbone of the healthcare system, and deserve to be rewarded, respected, and recognized for their contri
Job Source: connectRN Inc.Pison Technology, Inc.
Boston, MA, United States
**Customer Support Manager** at Pison Boston, MA Pison is creating the next generation of neural interfaces that focus on gesture recognition and neurophysiological insights. Pison leverages our patented electroneurography (ENG) platform to translate data generated from our bodys natural physiological electricity stemming at the brain into ma
Job Source: Pison Technology, Inc.Convergent Dental
Waltham, MA, United States
Convergent Dental has developed and launched Solea, a dental laser that can cut tissue in the oral cavity without anesthesia. Solea has quickly become the #1 hard and soft tissue laser in dentistry. This is an exciting time to join our amazing team. With our innovative technology we are looking to change the world of dentistry for dentists and thei
Job Source: Convergent DentalActBlue
Somerville, MA, United States
WHO WE ARE: ActBlue is a nonprofit that builds tech and infrastructure for Democratic campaigns, progressive-aligned causes, and people trying to make an impact in order to fuel long-term, people-powered change. If you've ever given online to a Democrat or progressive organization, chances are you've used our powerful online fundraising platform. W
Job Source: ActBlueThefairstream
Waltham, MA, United States
**connectRN** **Manager, Customer Support** **Waltham, MA** connectRN is a tech enabled platform connecting nurses and aides with opportunities to improve their work life. We believe nurses and aides are the backbone of the healthcare system, and deserve to be rewarded, respected, and recognized for their contributions. Our platform offers career d
Job Source: ThefairstreamCUBE
Boston, MA, United States
Role: Customer Support Manager L ocation: US (Remote-first with occasional travel required) Recently listed as a "RegTech Top Performer" in Market Fintech's RegTech Supplier Performance Report, CUBE is pioneering the development of machine automated compliance. We are a global RegTech business defining and implementing the gold standard of re
Job Source: CUBEMoney Fit by DRS
Boston, MA, United States
NOBULL is a wellness community that invites and challenges individuals who aspire to be a better version of themselves physically, mentally, and emotionally. Through footwear, apparel, nutrition and a winning mentality, we provide the plays and playbook for your personal pursuit of self-improvement. Our company is comprised of a small team of b
Job Source: Money Fit by DRSNOBULL
Boston, MA, United States
The Customer Support Manager is responsible for managing the day-to-day customer service operations for NOBULL & TB12. This includes operations with all 3rd party service providers, implementing strategies to enhance customer satisfaction, and ensuring efficient resolution of customer inquiries and concerns. The Customer Support Manager plays a cru
Job Source: NOBULLNeedham, MA, United States
Biofourmis brings the right care to every person, no matter where they are. The company’s AI-driven solution collects and analyzes patient data in real time and identifies shifts that require proactive interventions. This vital innovation provides people everywhere with connected access to hospital-level services, virtual provider networks for remote care, and life-changing clinical trials—all without leaving their homes. Trusted by leading health systems, payers, biopharma companies and patients alike, Biofourmis’ connected platform improves patient outcomes, prevents hospital readmissions, accelerates drug development, and closes critical gaps in care—ultimately making science smarter, healthcare simpler, and patients healthier. Biofourmis is a global technology company enabling care delivery, with headquarters in Boston and key offices in Singapore and India.
We are seeking a Customer Support Manager with solid experience in client focused solutioning and customer support strategies to be a part of our collaborative team. The individual will be responsible for managing a team along with hands on technical support during the implementation of key projects for customers. This is a key role that will have direct impact on the success of the project team.
Responsibilities
Manage and execute on global support strategy for our products and services. This includes both software and digital hardware products.
Accountable for maintaining Help Desk and Service Management for our customer needs.
Establishes performance metrics for customer service representatives.
Establishes service levels and requirement for the department
Ensure team is trained and follow written step-by-step processes, technical solutions, and ticket updates to customers
Work directly with customers, system administrators, and fellow software engineers to resolve critical issues
Participate in the Management Team reviews for ongoing improvements to the customer support process.
Maintain a positive, can-do attitude and embrace a culture of customer success and operational excellence.
Participate in Product strategy execution activities
Requirements
5+ years of experience in customer service and support management
Bachelor’s degree in business, healthcare, information technology or related area
Excellent verbal and written communication skills, problem solving and critical thinking skills.
Experience with customer service & help desk management tools such as Salesforce Health Cloud.
Ability to plan and action support strategies to meet customer needs and solve business challenges
Proven success in leading and managing a customer support and/or service team.
Ability to proactively partner with internal stakeholders to resolve customer complaints.
Participate in an on-call rotation schedule to address any emergent issues or requests.
Demonstrate flexibility in working outside of regular shift hours as necessary to support business needs.
Preferred
Experience in healthcare systems, hospitals, medical devices or life sciences industry, with general understanding of regulatory requirements for the industry (e.g. GxP, Software as Medical devices, Combo therapies, HIPAA, GDPR etc).
ITIL Certification
Experience working with or managing product logistics process
Experience working in a fast paced rapidly growing startup
Experience working with cross functional global teams spread across time zones
Experience with supporting SaaS/cloud-based solutions
Base salary range for this position is $75,000 to $110,000 depending upon experience level.
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Email Alert for Customer Support Manager jobs in Needham, MA, United States
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