Customer Support Manager

Who We Are
We are an industry-leading and award-winning, cloud-based software solution used by healthcare organizations to achieve their practitioner credentialing, privileging, and performance management goals.  We have several thousand customers (healthcare organizations) worldwide; ranging from small community hospitals to large health systems. 

Applied Statistics and Management, Inc. (ASM) started locally in Temecula, California and has been in business since 1982 - under the same ownership. We continue to experience healthy growth due to our innovative, user-friendly and competitive solutions and remain industry-leading due to our incredible team of professionals with similar goals! We are known for our Customer Service, Software Implementation, Customer Training and of course our offered variety of Credentialing and Healthcare Quality product modules and solutions.

We are seeking qualified, energetic and result-oriented team members to join our current team.  Ideal candidates should be people looking for a long-term position in a stable company.  You will be involved in cloud computing, software as a service (SaaS), data analytics, compliance, data exchange and customer support/service and we want you to feel as passionate about these things as we are!

Job Description
We’re looking for a positive, energetic, and highly motivated natural leader to join our team! As a Customer Support Manager, you will play a central role in leading our Customer Support team. You will oversee the daily operations of the support team, including setting priorities, monitoring performance, and ensuring adherence to service level agreements (SLAs). You will be responsible for handling escalated customer issues, providing resolutions, and ensuring that customers are satisfied with the solutions provided. Your role will include training, mentoring, and coaching Customer Support staff to help them grow professionally and improve their performance. You will collaborate with other departments (such as Customer Success, Data Management, and Development) to ensure a seamless experience for customers and provide valuable feedback on product or process improvements.

You will manage and optimize Customer Support workflows, making sure that customer inquiries are handled promptly and efficiently. This includes analyzing key performance indicators (KPIs), monitoring employee/team efficient for non-metric based performance and implementing strategies for continuous improvement. You will also be responsible for earning and maintaining expert-level knowledge of our products and services, ensuring the team is equipped to provide accurate and comprehensive support. Additionally, you will manage customer support tools, processes, and documentation to ensure that the team operates smoothly and is always prepared to address customer needs. You will work closely with other managers and the department's Vice President to ensure a positive, organized and highly efficient workplace where all can thrive and provide quality customer support!

Does this sound like you? We’d love to meet you!

Note: This is a full-time in-office position, with a set schedule. While rare, shift changes may occur (with notice) based on company need and/or on the employee’s request (if the requested shift is available). Successful candidates will be subject to a criminal background check. 

Responsibilities + Skills

• Know when to lead, when to connect, and when to manage the team, based on the needs of your peers and team members.
• Lead, positively influence, and manage a team consisting of Customer Support Specialists (Tier I) and Analysts (Tier II), ensuring exceptional customer service delivery and fostering professional development for team members.
• Exhibit excellent written communication, a positive phone presence, and reliability with follow-through to respond quickly and accurately to elevated customer inquiries (via phone and email) and collaborate with other departments to assess client needs.
• Understand and address the varying needs of different inquiry types (e.g., problems, questions) and ticket priorities (e.g., urgent, high, normal) across ASM products/modules.
• Efficiently multi-task and prioritize escalated customer inquiries and issues, providing accurate, timely, and effective resolutions, while working with internal teams (e.g., Customer Success, Data Management, Development) to share valuable feedback and improve customer satisfaction.
• Monitor team performance and ensure compliance with service level agreements (SLAs), while assessing the need for new development or refinement of Customer Support processes and best practices.
• Develop and maintain expert-level product knowledge to ensure accurate customer support, while being resourceful and utilizing available resources effectively to optimize team efficiency.
• Collaborate regularly with other Customer Support Managers and senior leadership to ensure consistent team performance and a healthy work atmosphere.
• Possess strong knowledge of standard operating systems, Microsoft Suite (Word, Excel, etc.), Adobe PDF, ticketing software (preferred), and other relevant tools.
• Self-assess workload and effectively communicate with senior leadership to prioritize customer needs and ensure that issues are handled promptly.
• Demonstrate strong comprehension and troubleshooting skills to accurately assess, document, and escalate issues related to software functionality and performance, as needed, to internal technical teams.
• Adapt to new processes and workflow adjustments to ensure a positive and successful team and customer experience.

• 2+ years in a Customer Support Management role or similar in a call center environment
• Knowledge of relational databases
• Medical Staff Services experience (ideal, but not required)
• CPCS and/or CPMSM desired (ideal, but not required)
• SQL experience (ideal, but not required)

• Full-Time In-Office Position
  •  Monday through Friday
    • Probationary Period Shift: 8:30am to 5:00pm
    • Permanent Shift (after completing training): 6:30am to 3:00pm
• Incredible Colleagues
• Supportive Senior Leadership
• Partial Remote Option (Hybrid)
  • Available after completing required training and once a full workload is achieved (generally around 6-8 months)
  • Is granted (and maintained) based on performance and team needs.
  • For managers, we allow for 1 remote day per week.
• Frequent department potlucks and lunches!
• While uncommon, this position may require domestic and international travel.
• Successful candidates will be subject to a criminal background check.
• Company Benefits
  • A competitive PTO structure (non-accrual – granted immediately after probationary period). First year employees receive 80 hours!
  • 100% Medical, Dental and Vision coverage for all employees
    • Several Medical Coverage options available to choose from (free and at cost)
    • Potential partial coverage for dependents too (based on the plan chosen)
  • Several supplemental benefit options (hospital confinement, accident insurance, disability, cancer insurance, etc.)
  • FSA (Flexible Spending Account)
  • DCFSA (Dependent Care Flexible Spending Account)
  • 401k
  • Weekly Company Lunches
  • Company "All-In" Days
  • Summer + Holiday Parties