Employment Type: Full Time opportunity in Mountain View, CA

Job Function: Customer Success / Product Technical Support Engineer

The Customer Technical Support Leader provides operational excellence in strategy/build/ running the product support team for members, enterprises and clinicians as the first line of escalation. This role has accountability for the development and execution of the Product Technical Service Management roadmap and for leading the daily operations, process ownership and governances for all domains within USA service Operations. Startup healthcare experience preferred. Our offices are in Mountain View, California but this position can be 100% remote, if preferred.

Responsibility

• Collaborate with the Product, Sales, and Customer Experience teams to ensure we provide best customer experience and attain high
• Ensure proper, timely follow-up on assigned support cases to ensure Service Level Agreements are met and customer satisfaction is consistently
• Responsible for managing Technical Support Team and collaborate with different regional managers in Support on Daily
• Gain an in-depth knowledge and be SME of platform (Clinic App, Mobile App, Approved Medical Sensors) including complex feature configurations, integrations, and feature-sets
• Monitor and review the level of support that is provided to our customers and provide internal stakeholders with this data on an ongoing basis.
• Manage a demanding workload while maintaining individual and team technical support objectives and KPIs.
• Responsible for managing the training and development of all Tiers of support team
• Work with the Internal Teams to build out a scalable support model as the company grows its customer base
• Ensure effective utilization of staff, including oversight of an on-demand workforce, to meet project priorities/scale and service levels
• Build out a system of accurate and updated documentation for all support processes, procedures, and best
• Successfully manage and resolve escalated customer support issues individually and through collaboration with team

Education and Experience:

• Degree in Information Technology, Computer Science, Engineering or a related technical field. MBA will be considered as an asset
• 3+ years of experience in technical support or customer facing roles
• 3+ years in hands-on technical support role for cloud software, Mobile App or IoT hardware
• 5+ years in leading virtual Technical Support Operations across different regions/timezone
• 5+ years of management experience with an ability to manage team members and provide leadership, coaching, and mentoring

Leadership:

• Must possess solid leadership qualities with proven business
• Must be able to work with limited supervision and be accountable for actions and
• Must have a track record of hiring, coaching, onboarding and leading high performing teams Communication:
• Strong interpersonal, customer relationship/partnership and influential skills to facilitate the implementation of efficient business processes supported by technology across all departments
• Must have excellent written and oral communication skills in
• Must be able to interface appropriately and provide strategic direction at all levels (i.e. Support Team, management, executives, and customers).

Customer-Focus:

• Must be passionate about the success of our customers and be skilled in the art of difficult customer conversations.
• Must have a measurable track record of customer satisfaction and deep understanding of