Product Support Manager
At 98point6, our mission is bringing technology and medicine together to reinvent primary healthcare. You’ll collaborate with multiple teams, work across disciplines, encountering and conquering many challenges that are new and exciting. Each day you’ll be working towards profoundly transforming primary care.
Your Role and Impact
We are passionate about our users and supporting them effectively throughout their experience with our product. As the Product Support Manager at 98point6, you will make the lives of our members and patients better in a tangible way. You will develop a sound member-support strategy, triage and route inquiries across the organization and inform product development priorities to ensure a high quality user experience.
Responsibilities
- Help define strategic direction for delivering superior support for a rapidly growing member base
- Lead the development of internal tools and member-facing features to improve our ability to provide timely, high quality support for members and patients
- Work closely with teams across the organization, including Engineering, Clinical Operations, Sales and Marketing, as the voice of the 98point6 member to drive product improvements that deliver impactful results
- Manage incoming product support requests and ensure timely resolution
- Define and own key support metrics, identifying areas of opportunity for relentless improvement in efficiency, resolution and customer satisfaction
Requirements
- 3+ years technical customer support experience
- 2+ years program management experience highly preferred
- Effective communication and interpersonal skills, with the ability to take initiative and build strong, productive relationships
- Proven organizational skills with incredible attention to detail
- Experience within a technology company preferred
- Proficiency working with Zendesk or equivalent support software preferred
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.