Manager Customer Support

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

Benefits:

• 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!