Senior Customer Support Manager

Company Overview:

Spruce is a cloud-based healthcare communications platform that powers clinical workflows for both in-person and remote care. The Spruce platform is built for HIPAA compliance and offers advanced solutions in telemedicine, phone systems, medical SMS texting, secure messaging, team collaboration, population management, workflow automation, and many other necessary areas and functions of healthcare today.

From solo providers to large multi-site, multi-specialty practice groups, Spruce is trusted by many thousands of diverse medical organizations that need to manage their digital operations and clinical communications. The platform is well-loved, with a 4.9+ star rating across 30K+ reviews.

Job Overview:

As the Senior Customer Support Manager, you will be responsible for orchestrating and delivering all aspects of the customer support experience at Spruce. Our customers are busy medical professionals, using Spruce in unique and highly technical ways to communicate with and care for millions of patients, and our next Senior Customer Support Manager should find it rewarding and motivating to lead a team in this high-stakes context.

As the leader of the Customer Support team, you will be both player and coach. You must be an elite and demonstrably experienced manager of people, but you must also have a passion and aptitude for directly providing customer support, when needed. The ideal candidate has an entrepreneurial and collaborative approach to solving problems and analyzing trade-offs, and is highly skilled at managing a team through operationally intense periods.

In this role, you will interface directly with company management. You will help us think on a systems level to come up with programs and approaches that allow us to scale customer support as we grow. Along with these high-level contributions, you will also be responsible for making sure that the daily nitty-gritty of support work gets done both faithfully and in a way that reflects our company-wide commitment to exceptional customer experience throughout the entire customer lifecycle.

Key Responsibilities:

• Quickly become a skilled member and effective leader of our current support team. Learn the common customer issues that we encounter and how our support team of 10+ people addresses them. Establish productive working relationships with all team members, so that you can take on management duties effectively within a short time frame.
• Help design, implement, and then operate Spruce's ongoing support processes, within the broader framework of our customer lifecycle.
• Be responsible for ticket resolution and other support KPIs and report on performance to senior leadership.
• Lead regular internal meetings to review team performance, share updates and best practices, and plan and execute team projects dedicated to scaling and improving our support efforts.
• Handle support ticket escalations — reviewing, resolving, or further escalating, as the case may require, and then circling back to the support team to close the loop.
• Roll up your sleeves and get involved in support activities, such as messaging with customers, both when the situation demands it and also out of an ongoing passion for the work of helping people.
• Contribute to the maintenance and development of our Help Center — ideally taking over project management for it and helping to elevate its role in customer education and various lifecycle phases, not limited solely to support.
• Manage, hire, and train a growing team of customer support specialists, as Spruce grows.

Preferred Qualifications:

• 5+ years of experience in customer support, including several years directly supporting a technical SaaS product for professionals (extra credit if that experience was in a health-related field)
• Passionate about making a real difference in healthcare in America, with a high degree of empathy and a strong desire to help others
• Customer-first mindset: you must be maniacal about customer care
• Exceptional communication skills, both written and verbal: You can clearly and thoughtfully explain tricky concepts to diverse audiences
• Significant technical and quantitative aptitude — you must be able to understand and solve problems that involve data, logic, and a rigorous experimental approach
• Growth-oriented mindset that thrives in a fast-moving company and is open to learning new things and iterating rapidly
• Motivated self-starter, not willing to accept a subpar status quo or to passively consider it to be someone else's problem
• Organized and detail-oriented, nearly to a fault
• Bachelor’s degree

Work Environment and Benefits:

• Flexible location; remote work options available for residents of CA, NY, OR, AL, and TX. If you are located on the West Coast, it is expected that you will be flexible with your hours and will be available for Eastern or Central time working hours.
• Competitive salary and comprehensive benefits package, including health insurance and retirement savings plan.
• Opportunities for professional development and career advancement in a rapidly growing company.
• Collaborative and inclusive work culture focused on innovation and customer success.
• Opportunity to transform patient care and clinical operations through advanced healthcare communication technology.

Application Process:

If you are passionate about healthcare technology and possess the skills and qualifications outlined above, we encourage you to apply for the Senior Customer Success Manager position at Spruce Health. Please submit your resume and a cover letter detailing your relevant experience and why you are interested in joining our team. We look forward to hearing from you!

Equal Opportunity Employer:

Spruce Health is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.