Posted 1 year ago  

Manager Customer Support

Job Description

We are looking for an experienced people manager to oversee a growing Customer (B2B) Support team. The team sits within the Customer Success Org and works together with sales, customer success managers, marketing, data, and engineering teams to provide a seamless post-sales onboarding experience and exceptional customer service for all of our clients. This manager will have a solid foundation to start from but will need to continue adapting current processes and structure to successfully lead the team in the dynamic environment of a growing digital healthcare startup.

Your impact

  • Develop a deep understanding of Omada’s core processes and customer implementation landscape
  • Foster a healthy, motivating, and collaborative team culture
  • Host regular check-ins for tactical guidance as well as quarterly professional development conversations with each team member
  • Conduct bi-weekly quality assessments of team’s transactional work, tracking trends across the team, and individuals, in order to guide individual performance discussions and solve larger operational inefficiencies
  • Support team members to set and track progress towards personal goals that align to broader goals of the commercial org and business strategy
  • Develop and execute on strategy for continuous improvement of team KPIs and what great looks like for the Customer Support team
  • Facilitate weekly team meetings to discuss business happenings and advise on surfaced knowledge gaps
  • Regularly review and iterate on the capacity plan to enact data-supported hiring plans
  • Orchestrate and attend syncs with cross-functional leads to identify and solve operational and performance-related issues

You’ll be successful in this job if you:

  • Have previous experience leading or managing a team
  • Are driven by supporting others grow professionally
  • Are willing to challenge and disrupt the notion this is how we’ve always done it
  • Aren’t afraid to break something in the short team to grow the team in the long term
  • Can foster a high level of team engagement and motivation in conflict-prone profession
  • Understand the foundation of customer service and operations best practices
  • Lead effectively in a highly dynamic and fast-paced environment
  • Have a strong working knowledge of Zendesk (or another CRM), Slack, and Salesforce


  • Competitive salary
  • Stock options (extended post termination option exercise window for Omadans who are with us 3 years or more)
  • Flexible vacation to help you rest, recharge, and connect with loved ones
  • Generous parental leave
  • Health, dental, and vision insurance (and above market employer contributions)
  • 401k retirement savings plan
  • Two giftable Omada enrollments per calendar year
  • …and more!

Job Stats

Posted 1 year ago - 209 views - 27 Applied