Manager of Customer Support

DoctorLogic is a well-funded and industry-leading company with a cutting-edge Website Marketing Platform that has empowered thousands of doctors to grow their practices successfully. Founded by proven entrepreneurs, we have a track record of creating impactful applications in the healthcare industry. If you are passionate about making a difference, working with a talented team, and supporting innovative products, DoctorLogic is the perfect fit for you!

Position Overview: As the Manager of Customer Support for the DoctorLogic Website Support team, you will be at the forefront of managing the support queue, supporting the specialists on the team, and addressing internal inquiries related to the client websites or technical efforts within the department. You will play a pivotal role in maintaining strong relationships with our customers, ensuring their satisfaction, and facilitating communication between internal teams and external stakeholders.

Essential Duties:

• Be available between 8 am to 5 pm with on-call availability after hours when necessary for urgent issues.
• Project management for larger initiatives requiring collaboration with internal departments and external stakeholders.
• Prioritize and manage incoming website maintenance requests, determining queue orders, and disseminating workloads to all specialists.
• Maintain exceptional, high-touch communication with internal and external stakeholders through phone, email, and virtual meetings.
• Implement, manage, and collaborate with white-label third-party vendors.
• Oversee the rollout of third-party vendor products implemented by the Support team
• Manage team data reporting and metrics

Essential Responsibilities:

• Contribute to the team’s documentation for all clients and the general knowledge base.
• Lead the department’s output of product improvement ideas, resolution of bugs or errors, and customer product advocacy.
• Handle all team reporting responsibilities and scorecard metrics generation
• Own the innovation and streamlining of team processes.
• Engage directly with customers to drive adoption of best practices, handle escalations, ensure retention, improve satisfaction, and inspire customer loyalty.
• Utilize ticket and content management tools to execute customer requests.
• Collaborate cross-functionally with other departments to improve customer satisfaction.
• Ensure client requests align with contractual agreements and track any waived fees.
• Conduct platform and third-party audits to maintain an up-to-date and optimized product.
• Stay updated on digital marketing and SEO trends relevant to client interactions.
• Exhibit self-sufficiency, servant leadership, proactive problem-solving, and a dedicated work ethic.
• Other duties as assigned by the direct manager

Qualifications:

• At least 2 years of management experience
• At least 3 years of proven experience in Customer Support or related roles.
• Project management experience
• Familiarity with ticket and content management tools, including Monday.com, Jira, Salesforce, Google Search Console, and Google Analytics.
• Ability to work collaboratively in cross-functional teams.
• Knowledge of digital marketing and SEO trends.

Join us at DoctorLogic and be part of a dynamic team shaping the future of healthcare marketing!

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