Support Operations Manager

4 weeks ago

Perth, Western Australia Healthengine Full time
Overview

We are looking for a passionate and strategic Support Operations Manager to help scale our Support function through automation, innovation, and data-driven excellence. You will be responsible for driving efficiency and continuous improvement initiatives and the adoption of AI for the Support function (Customer and Patient) to cultivate scalable operations to positively impact how Practice and Patient customers engage with Healthengine services.

Responsibilities
  • Establish scalable processes and initiatives with a focus on AI to ensure success in Support (Patient and Customer), building services to support patients and customers as their needs develop
  • Contribute to development strategies for Customer and Patient Support teams
  • Identify, design, implement and iterate Practice and Patient customer experience initiatives
  • Develop analytics to measure the impact of Support operations initiatives, customer and product satisfaction
  • Be accountable for Support operation KPIs
  • Lead on onshore and offshore teams, create and manage workforce plans, schedule resources based on reporting to ensure SLAs are met
  • Oversee implementation/onboarding of SME and Enterprise practice customers
  • Implement, configure and drive successful adoption of AI tools across the business, reducing inbound requests through self-service (Intercom, Zendesk & Hubspot)
  • Implement automation (AI, answer bot and self-serve) to scale Practice and Patient customer support efficiently and within budget
  • Work with the Integrations Team to streamline and scale Practice implementations/installs
  • Provide systems training for all of the business as required
  • Collaborate cross-functionally to deliver feedback and ensure alignment of business-wide processes, projects and systems with Support operations strategic objectives
  • Other tasks and projects as required by the VP of SMB
About You

You flourish in a fast-moving, agile environment and thrive in a tech culture where growth is inevitable. You are smart, strong and passionate and always lead with head and heart. You are balanced; knowing how to have fun but how to focus and get things done. You speak openly, candidly and authentically to challenge yourself and others. You're impact and results driven, with a "done is better than perfect" attitude. You are a creative problem-solver, always seeking to find unique and valuable solutions.

Experience you'll bring
  • 3+ years experience in technical account management, Customer Support or Success
  • Current knowledge of industry trends in Customer Support, including best practices and progressive CRM and Digital Support tools (Zendesk, Intercom, Hubspot)
  • Expertise in support operations and measuring success via customer support metrics and KPIs
  • Strong leadership and people management experience, leading a mixture of onshore & offshore teams
  • Experience in using multiple CRM and client management and reporting systems
  • Knowledge of customer and patient experience processes and service excellence strategies
Additional Information

The perks behind the work

  • Freedom and flexibility to work the way you want, with remote and hybrid opportunities
  • Good mix of virtual and on-site events and celebrations
  • Fully stocked kitchen including coffee on tap and subsidised vending machine in our Perth space
  • Discounts, salary sacrifice and packaging options through our benefit partners
  • Extra leave for wellbeing and work-life balance
  • Workplace wellness program, including additional leave entitlements for a healthy balance
  • Paid parental leave to support growing your family

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.


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