Senior Manager, Support Operations

Department: Operations

Employment Type: Full Time

Location: US - Remote

Compensation: $125,000 - $140,000 / year

Description

What You'll Do

• Lead, coach, and develop Customer Support Managers, strengthening their capabilities in coaching, delegation, performance management, quality oversight, and day-to-day leadership.
• Establish clear expectations, decision rights, and operating rhythms that foster accountability, collaboration, continuous learning, and trust across the support organization.

• Serve as the operational subject matter expert for insurance-related support workflows, such as verification of benefits, prior authorizations, claim denials, and payer requests for additional information or documentation, while establishing clear playbooks, escalation paths, and ownership.
• Use service, quality, productivity, and client experience data to oversee workforce planning, scheduling, and coverage and guide the implementation of processes, tools, and operating practices that align support capacity and priorities with demand.

• Establish quality assurance practices across email, chat, and phone support, using findings and support trends to improve communications, identify training and process gaps, and reduce recurring issues and avoidable friction.
• Own the strategy and governance for Zendesk macros and internal knowledge resources, including standards for creating, reviewing, organizing, updating, and retiring content.

• Identify and pilot appropriate uses of AI, automation, intelligent routing, self-service, and other technologies to expand capacity and improve the support experience while maintaining human oversight and appropriate healthcare privacy, security, compliance, and clinical boundaries.
• Serve as a senior escalation point and strengthen cross-functional handoffs and feedback loops so recurring client and provider issues reach the teams best positioned to address them.

What We’re Looking For

• 3–5 years of experience managing remote customer support or support operations in telehealth or another healthcare environment, including experience developing frontline managers and preferably within a startup or rapidly scaling organization.
• Solid Zendesk experience, including workflows, macros, reporting, quality practices, and knowledge management, along with demonstrated success building scalable support operations.
• Experience with electronic health record or electronic medical record systems; bonus points for Healthie experience. 
• Strong working knowledge of healthcare insurance operations, such as verification of benefits, prior authorizations, claim denials, and payer requests for additional information or documentation, as well as healthcare compliance and the appropriate handling of sensitive client and provider information.
• Experience evaluating or implementing AI, automation, self-service, or other support technologies is preferred.
• Excellent communication, change-management, problem-solving, and cross-functional leadership skills, with a practical and hands-on approach.
• Experience leading a seven-day support operation, with the flexibility and judgment to address needs that may occasionally arise outside the role’s typical schedule.
• This role typically follows a Monday-Friday schedule. Candidates based in the Eastern or Central time zones are preferred.

• Met individually with every member of the customer support organization and began building strong working relationships with the Customer Support Managers and key cross-functional partners.
• Developed a practical understanding of Receptive's brands, services, support workflows, systems, staffing practices, and client and provider needs.
• Assessed the current support operating model and presented a prioritized plan addressing its most important opportunities and risks.
• Established regular leadership rhythms and began addressing immediate opportunities to improve communication quality, operational clarity, or the support experience.

• Established clearer operating standards, priority workflows, escalation paths, and cross-functional handoffs across brands.
• Strengthened manager capabilities and implemented sustainable quality assurance, macro governance, and knowledge-management practices.
• Improved visibility into service performance, workload, backlog, and recurring issues and delivered measurable improvements in priority areas.
• Began implementing appropriate uses of AI, automation, or self-service that increase capacity or improve the support experience without compromising quality, compliance, or human oversight.

Where You’ll Work & What You’ll Receive