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Manager Customer Support

Are you interested in leading the transformation of cancer care through software that puts world-leading scientific knowledge in the hands of patients and their doctors? If so, join our growing team at VieCure, the company that is revolutionizing cancer care by putting A.I. driven technology tools and an unparalleled knowledge base into the hands of physicians.

Job Description

The Manager, Customer Support, is responsible for supporting the set-up, development, and implementation of a customer support operation, ensuring a best-practice customer support methodology is maintained that provides the highest quality support and customer service to our growing client base. They will propose scalable processes and practices, assuring these are successfully implemented and embedded in the team. They will continuously review, improve, and refine operations to ensure these are monitored and remain effective


Denver, CO Salary: $75-95K

Responsibilities

Mentors and develops Client Support Specialist career growth and opportunity.

  • Support the set up and continuous improvement of a customer support desk operation.

  • Identify, propose, and implement best practice processes that support a first-class customer support service. 

  • Review and monitor the customer support operation, reporting regularly to managers on key metrics and performance indicators that enable continuous evaluation and improvement of service. 

  • Support the team of Customer Support Specialists, acting as the subject matter expert.

  • Collaborate with colleagues across the business to support a best practice customer support operation.

  • Provide coverage of in-bound interactions which may include calls, chats, and cases.

  • Respond to all requests with a customer focused approach

  • Critically think and help customers to resolve issues within the platform

  • Educate customers to better understand an issue and how-to self-serve, where applicable

  • Provide detailed notes on customer interactions within our Zendesk platform

  • Follow through to assure problems are resolved

  • Coordinate problem resolutions with various internal contacts & teams

  • Create bug tickets with detailed steps to reproduce and screenshots

  • Create and maintain customer facing knowledge-based articles

  • Continually develop in-depth product knowledge to resolve user questions and issues

  • Have the ability to adapt in an evolving work environment

Skills, Competencies & Experience

Apply Now

To apply, please go through our LinkedIn account or alternatively submit your resume to careers@viecure.com

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