Customer Support Manager

Empower, coach and inspire your team
- Flexible hybrid work environment
- Permanent role with competitive salary in HealthTech

**About MediRecords**

**Powering Digital Health: We connect healthcare, enabling the right care at the right time.**

MediRecords seeks to transform healthcare with our industry-leading, interoperable enterprise platform. We provide clinicians, patients and partners with a connected health ecosystem that improves efficiency and enables better outcomes for clients and patients. Our platform is used by doctors, specialists, multidisciplinary clinics, hospitals and government departments across Australia, such as the Department of Defence.

We have offices in Sydney, Brisbane and Melbourne and most roles can be based in any of these locations. Embedded and celebrated in the way we interact with each other are our 5Cs of Culture. With talented and friendly people across Technology, Product, Customer Success, Projects and supporting teams, you will feel welcome and supported when you join MediRecords.

**About the role**

Based in our Brisbane office and part of our Customer Success Team, as Support Manager you will be responsible for overseeing the Customer Support function and ensuring that it runs efficiently and effectively. Your ability to lead a team who provide excellent customer experience will be supported by your ability to analyse data to recommend business improvement, resourcing and strategy. You will play a pivotal role in our customer satisfaction and help shape our growing business.

**Key responsibilities**:

- Lead, empower and develop your team to support them to succeed in their roles
- Developing consistent documented processes using ITSM aligned methodologies to successfully scale up the support function
- Implementing key metrics and KPIs to increase the efficiency and quality of responses
- Proactively managing business expectations through the support lifecycle;
- Collaborating closely with internal stakeholders to meet objectives around product and customer experience, growth, and scalability
- Establishing, managing and reviewing an IT Service Catalogue and associated SLA's and OLA's externally and within the organisation
- Working with (Enterprise) Account Managers to regularly review customer SLAs and ensure the teams are set up for success and are able to exceed customer expectations consistently
- Contributing to major projects as and when required

**About you**
- We value being collaborative, commercial, connected, courageous and curious in all that we do, so it's important that these values resonate with you and how you like to work
- Proven experience in managing a customer support or service delivery team in technology-driven environment
- Collaboration is key here at MediRecords. You must be able to confidently communicate with various levels of internal and external stakeholders
- Ability to introduce and analyse relevant data and earn the respect of senior leadership by translating insights into clear, sizable operational plans.
- A proactive mindset with continuous improvement always in mind
- Strong customer experience (CX) focus
- Excellent relationship building skills to work effectively with internal business stakeholders
- A strong understanding of customer experience and support metrics
- Experience with ITSM / ITIL frameworks and methodologies and translating process into meaningful and fit for purpose IT operations
- ITSM / ITIL certifications would be highly regarded
- Previous exposure to HealthTech desirable

**The benefits**
- Permanent full-time role with a competitive salary
- Work with like-minded people in a fun and collaborative team environment
- Flexible hybrid work environment
- Employment Hero discounts on things like groceries, cinema tickets, takeaway delivery and more
- Health and wellness initiatives including an Employee Assistance Program
- Professional development opportunities
- Hackathon and team days
- Employee referral bonus of up to $2,500