Member Support Manager
Our mission is to deliver high-quality primary care that is accessible, convenient and affordable for all. Every single day you’ll be working on challenging problems with an exceptional team to profoundly transform primary care and improve people’s quality of life.
Your role and impact
The Member Support Manager reports to the Director of Operations and is responsible for providing world-class operations support to 98point6 members and internal teams. In this role, you will define and own key support metrics, lead a team of dedicated individuals and identify areas of opportunity for relentless improvement in efficiency, quality and customer satisfaction. Your work will be critical to delivering excellent support to a rapidly growing member base.
Please note—the schedule for this position is Tuesday through Saturday, 8:00 am to 4:30 pm PT (subject to change).
Responsibilities
- Deliver high-quality, frontline customer support to agreed-upon service levels of a fully remote support team
- Review support contacts and identify improvements to customer experience; eliminate roadblocks in partnership with peers and leadership
- Leverage data, analysis and reporting metrics to gather actionable insights that drive process improvements
- Be a subject matter expert on 98point6 products and services, policies, processes and workflows, both internally and externally
- Partner with management on Zendesk optimization, including process improvement, API integration and configuration
- Develop branded customer experience, workflows and training tools, and standardize quality adherence of support team
- Provide feedback and ongoing development to frontline support team
- Build engagement, morale and company culture into day-to-day operations
Qualifications
- 3+ years experience in customer support management, operations and/or contact center operations
- Demonstrated competency with basic SQL; experience with Google Sheets preferred
- Impeccable customer service focus with a relentless desire to exceed expectations
- Experience managing multiple support channels, including phone, chat and email
- Comfortable working within varied CRM tools; Zendesk strongly preferred
- Outstanding communication and presentation skills
- Demonstrated ability to remain calm under pressure
- Experience in quickly hiring and scaling teams
98point6 provides equal employment opportunities to all without regard to race, color, religion, sex (including sexual orientation or gender identity), national origin, age, disability, genetic information or other protected status.