Customer Support Manager

Customer Support Manager

Title: Customer Support Manager
Type: Full-Time (Exempt)
Department: Customer Success
Reports to: Director, Customer Success

Who We Are:

SureCost is the leading provider of pharmacy purchasing and inventory management solutions. Our SaaS platform empowers pharmacies across the nation to streamline their operations, reduce costs, and stay compliant in an increasingly complex and competitive landscape. We are committed to delivering innovative solutions to pharmacies so they can simplify their daily activities and focus on providing the best patient care possible.

At SureCost, we think work/life balance should have, well, balance. With team members across the United States, we value the freedom of fully remote work, flex hours, and unlimited PTO are core to how we operate.

What You’ll Do: 

As SureCost’s Customer Support Manager, you will lead our support team to deliver outstanding customer service and drive satisfaction and retention. You’ll be responsible for hiring, training, and managing team performance to meet key metrics like response time and customer satisfaction.

Your role includes optimizing support workflows, implementing automation, and maintaining a self-service knowledge base to improve efficiency. You’ll also collaborate with Product, Engineering, and Sales to address customer feedback and resolve complex issues. By analyzing support data and customer insights, you will drive continuous improvements to enhance the customer experience and support team effectiveness.

• Team Leadership: Recruit, train, and onboard customer support specialists, ensuring they are equipped with the knowledge and skills to excel.
• Performance Management: Set clear performance expectations, manage KPIs (response time, resolution rates, customer satisfaction), and provide coaching and feedback.
• Strategy Development: Design and implement strategies to improve the overall customer support experience, driving proactive solutions and efficient case resolution.
• Escalation Management: Handle high-priority or complex customer issues, collaborating with cross-functional teams to find timely solutions.
• Process Optimization: Streamline support workflows, identifying opportunities to automate tasks and improve operational efficiency.
• Knowledge Base Maintenance: Oversee the creation and upkeep of a self-service knowledge base, ensuring content is accurate and up-to-date.
• Scheduling & Resource Allocation: Manage scheduling to ensure adequate coverage during peak times, balancing team capacity with demand.
• Customer Feedback Analysis: Collect and analyze customer feedback (CSAT, NPS) to identify trends, and work with teams to implement improvements.
• Data-Driven Decisions: Track key performance metrics and report insights to leadership, using data to advocate for resources and improvements.
• Cross-Department Collaboration: Work with Sales, Product, and Engineering to address customer pain points and support retention strategies for at-risk customers.

What You’ll Need:

• 3+ years of support experience in SaaS company
• 2+ years of experience managing a support team
• Excellent people and management skills to interact with staff, colleagues, cross-functional teams and third parties
• Excellent written and verbal communication skills
• High attention to detail, organized and strong project management skills 
• Ability to balance strategic planning with hands-on execution in a fast-paced environment
• Bachelor’s degree preferred but not required

Huge Plus If You Have:

• B2B experience
• Healthcare or pharmaceutical industry experience
• HubSpot experience

Perks and Benefits:
We are proud to offer generous benefits including:

• Fully Remote
• Unlimited PTO (Highly suggested 3-week minimum)
• Flex Hours
• 100% healthcare premiums covered for employees 
• 70% healthcare premiums covered for dependents
• Low cost-to-employee vision and dental
• Automatic 3% employer addition to 401k
• 12 weeks of fully paid Parental Leave 
• Technology stipend to cover the equipment you need to set up your home office
• Professional development reimbursement

The estimated base salary range for this role is $85,000-100,000/year along with an annual bonus, based on individual and company performance. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, business needs, geographic market, and often a combination of all of these factors. The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.

SureCost is an equal opportunity employer, dedicated to a policy of non-discrimination on the basis of race, color, religion, sex, national origin, ancestry, age, disability or any other characteristic protected by law. 

We are required by federal law to verify the identity and employment eligibility of all persons hired to work in the United States. We participate in E-Verify (Employment Verification). We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with the information from each new employee's Form I-9 to confirm work authorization.

Please be advised that, if selected for this position, a background check will be conducted as a condition of employment upon acceptance of a contingent job offer.