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Operations Manager - Technology ( SaaS )

PracticeMax
Milwaukee, WI
  • Posted: over a month ago
  • Contractor
Job Description

Claimocity (part of GHR Limited), a fast growing Healthcare Software as a Service (SaaS) company is seeking an experienced Operations Manager to join our talented team and manage our Support & Training Departments.

Responsibilities:

  • Manage a U.S. based, remote team of product trainers and support analysts
  • Continually monitor the support queue (in HubSpot) to ensure the team is meeting SLAs but most importantly resolving customer issues
  • Act as Tier 2 Support for Claimocity's web and mobile application by performing additional triage and issue validation prior to escalating tickets to product development
  • Act as a point of escalation (via email, phone calls, and/or virtual meeting) to de-escalate and actively solve customers' issues when Tier 1 Support needs assistance
  • Identify trending support issues (bugs, feature requests, system performance, etc.)
  • Work closely with the Director of Product Management to advocate for the most critical support issues (bugs, feature requests, internal tools) to have product development work on
  • Become familiar with all facets of Revenue Cycle Management (RCM) and the subsequent healthcare providers (hospitalists) that the business primarily supports

Qualifications/Skills:

  • 5+ years of customer support experience, specifically, in the B2B SaaS space
  • 3+ years of experience managing direct reports including conducting ongoing 1:1 meetings, providing feedback, and conducting annual performance reviews
  • Knowledge of all facets of app issue troubleshooting (documenting specific examples from the customer, taking screenshots and/or video recordings of issues, replicating them in production replica environments, etc.)
  • Familiarity and comfortability managing a remote team dispersed throughout the contientnal U.S.
  • Prior experience working for a SaaS company in a customer facing role (Support, Onboarding, Account Management)
  • First hand knowledge working with various cross functional team including but not limited to: support, training, sales, onboarding, product management, and development
  • Working knowledge of popular CRM, ticketing, and communication tools for SaaS companies (HubSpot, Jira, Confluence, Slack, ProdPad, Salesforce, etc.)
  • Healthcare industry, particularly, medical billing / Revenue Cycle Management (RCM) experience a strong plus

Compensation and Benefits:

  • Remote work (anywhere in the continental United Sates)
  • Flexible PTO and work schedule
  • Full Benefits suite
  • Generous paid holiday schedule
  • 401(k) with employer match


Physical Activities/Demands and Environmental Conditions:

  • Must be able to frequently remain in a stationary position, often standing or sitting for prolonged periods.
  • Constantly operates a computer and other office productivity machinery, such as a telephone, headset, calculator, copy machine and computer printer.
  • Constantly communicates with others to exchange information.
  • Constantly repeating motions that may include the wrists, hands and/or fingers.
  • Constantly assessing the accuracy, neatness and thoroughness of the work assigned.
  • Occasionally experiencing a noisy environment.
  • Seldom experiencing an environment with hazardous conditions.

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment or 1099 independent contractor status, without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to all federal and state law, we prohibit discrimination based on sexual orientation and gender identity. Our organization complies with applicable state and local laws governing nondiscrimination in employment or 1099 status in every location in which the company has facilities. This policy applies to all terms and conditions of 1099 status, employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

PracticeMax

Address

Milwaukee, WI
USA

Industry

Business

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