Manager, Customer Support

About the National Service Office

The National Service Office is the central operational engine for two evidence-based programs: Nurse-Family Partnership and Child First. In 2020, what was formerly the National Service Office solely for Nurse-Family Partnership joined forces with Child First, a merger empowering two proven models to share complementary expertise, infrastructure and integrated services. The resulting unified entity works to ensure that healthcare, early childhood development, and the mental wellness of the entire family are served in proven ways to achieve long-term positive outcomes.

Our Commitment to You

We recognize that inequity stems from policies and practices that cause and justify inequitable distribution of rights, opportunities, and experiences across underserved communities, including various racial, ethnic, gender, religious, and sexual orientation groups. The NSO is committed to addressing its principles and practices that cause inequality and is committed to promoting anti-racism, anti-oppression, diversity, equity, and inclusion in our research, education, and operations. We respect and honor differences in race, ethnicity, religion, sex, national origin, disability, age, sexual orientation, gender identity, and veteran status and have an ongoing commitment to identify and address issues that affect our staff and the communities we serve.

Position Description

The Manager, Customer Support, is responsible for managing a team of Customer Support professionals, ensuring the timely and effective resolution of technical issues, and maintaining a high level of customer satisfaction. This position will work closely with both external customers and internal stakeholders across the organization to analyze trends and drive continuous improvement that enhances customer satisfaction and delivers excellent Customer Support. The Manager, Customer Support will lead, mentor, and develop a high-performing Customer Support team, and define and monitor key performance indicators (KPIs) to assess the effectiveness of the support team. The person who will fill this position must have exceptional communication and interpersonal skills, and excellent leadership and team management skills.

This position is remote and can be located anywhere in the United States.

Essential Duties and Responsibilities

• Foster a customer-centric culture and provide guidance to team members.
• Possess in-depth technical knowledge of products and services, and act as an escalation point for critical Customer Support issues.
• Oversee timely and accurate resolution of complex technical issues raised by external customers and internal stakeholders.
• Implement and monitor appropriate support ticket triage to efficiently resolve issues in a timely manner.
• Develop and implement strategies to achieve and exceed performance targets.
• Identify opportunities for process improvement and automation to streamline support operations.
• Develop and deliver technical training programs for support staff.
• Ensure team members are equipped with the necessary skills to address evolving customer needs.
• Collaborate with product, development, quality assurance teams, and various internal departments to ensure a unified approach to Customer Support.
• Oversee the development and maintenance of documentation for common technical issues and ensure knowledge base articles are kept up to date.
• Serve as a member of the Incident Response Team and appropriately triage customer-reported security incidents, by following established IS security policies and procedures.
• Other duties as assigned.

Knowledge, Skills & Experience

• Minimum 5 years’ experience providing Customer Support.
• Minimum 3 years’ experience in people and program management.
• Minimum 3 years’ experience analyzing data, identifying trends, and implementing strategies for improvement.
• Minimum 3 years’ experience with Customer Support ticketing systems and CRM software required; Salesforce experience preferred.
• Minimum 3 years’ experience creating business processes and workflows.
• Experience providing Customer Support in the healthcare industry preferred.

Supervisory Responsibilities

This position reports to the Director, Information Services and has up to 5 direct reports.

Salary

• Salary is determined based on experience and skill set. Geographical adjustments may be considered.
• Range: $85,000 - $110,000/year

Benefits

The National Service Office offers the following benefits: Medical, Dental, Vision, 401k, Group Term Life Insurance, Short-term and long-term disability, vacation time, personal time, sick time and 14 paid holidays.

Core Organizational Values

• Be tenacious caregivers by bringing passion and excellence to our clinical practice and professional services.
• Actively listen to and persistently serve our families and our implementation network.
• Provide leadership in the field of evidence-based and home visitation programs.
• Seek and find solutions.
• Innovate and stay relevant.
• Translate and enhance the science of pregnancy, brain, and early childhood development to serve vulnerable babies and families.
• Promote health equity and eliminate disparities to improve outcomes for the moms and babies we serve now and beyond.
• Respect and honor differences in race, ethnicity, religion, sex, national origin, disability, age, sexual orientation, gender identity and veteran status.
• Be respectful, collaborative and tenacious in all our interactions with each other and on behalf of our families and implementation network.

To learn more about the program and the national office, please visit www.nursefamilypartnership.org and www.childfirst.org.