Customer Support Manager

Job Title: Customer Support Manager (Night Shift, On-Site)

About Us:

Job Summary:

Key Responsibilities:

• Lead and manage the customer support function during night shift hours, ensuring
  timely resolution of customer queries and issues.
• Act as the primary point of contact for our U.S.-based healthcare clients, delivering
  prompt, professional, and empathetic support.
• Collaborate with internal teams (Product, Engineering, QA, etc.) to escalate and
  resolve technical issues or feature requests.
• Track and analyze support tickets to identify trends and areas for improvement in
  service delivery.
• Maintain documentation of support processes, common issues, and solutions to ensure
  consistency and knowledge sharing.
• Drive continuous improvement of support workflows and customer experience
  metrics.
• Train and mentor support representatives as the team grows.

Requirements:

• 4+ years of experience in a customer support or client success role, preferably in
  SaaS or healthcare tech.
• Proven experience managing or leading a support team.
• Strong problem-solving skills with the ability to handle complex customer issues.
• Excellent communication skills both written and verbal.
  
• Ability to work night shifts from the office, Monday through Friday.
• Familiarity with support ticketing tools (e.g., Zohodesk, Freshdesk, Jira) and CRM
  systems.
• Knowledge of U.S. healthcare workflows, terminology, or regulatory standards is a
  plus.