Customer Support Manager - Full-time

Job Title: Customer Support Manager

Pay Scale: $68,000 to $105,000 annually

Location: Folsom, CA

About Opeeka

Opeeka is an innovative technology company, committed to boosting the health and well-being of people from all walks of life. Opeeka is the nation’s leader in care collaboration and person-centered outcomes measurement. We provide a robust Software as a Service (SaaS) solution to Healthcare Providers, Healthcare Insurance Companies, Government Agencies, and Community Based Organizations that serve people in need. Opeeka’s success and impact has been recognized in the healthcare industry and we are poised to significant growth and continued impact. Learn more at www.opeeka.com/news

Person-Centered Intelligence Solution (P-CIS), Opeeka’s principal technology, is a patient outcomes platform that connects to care organizations’ existing technology to extend its capability to support value-based care. Payers, states, counties, and care providers use P-CIS to unify the continuum of care, reduce burden on staff, and improve patient outcomes. There is no other technology on the market like P-CIS. It is the only platform to symbiotically work within the ecosystem of care technology to improve workflow, outcomes, care coordination, and overall care system performance.

Opeeka is searching for individuals to join our team who are comfortable working in a fast paced environment and are interested in leveraging their proven skills to help Opeeka capitalize on the significant growth opportunities ahead. If you are someone who is looking for an exciting opportunity with an early stage technology leader, keep reading.

Company Benefits

Opeeka offers a full range of competitive Company benefits to eligible employees.

Vacation

Full-time employees are eligible to earn and accrue vacation upon the first day of work. All full-time employees are eligible to accrue at least 80 hours of paid vacation time annually, and annual vacation time increases based on tenure.

Sick Time

All employees will be granted 5 days (40 hours) of paid sick leave in a lump sum at the time of hire and subsequently, at the beginning of each year on January 1st. Employees may begin to use paid sick leave on their 90th day of employment (or sooner, if applicable law requires). Employees can use up to 5 days (40 hours) of paid sick leave per year.

Holiday Pay

Upon hire, all employees will receive holiday pay for the Company observed holidays, which includes all Federal Holidays and the day after Thanksgiving.

Medical Insurance Benefits

Opeeka provides the option of a comprehensive medical insurance plan for eligible full-time employees and their dependents. Employees are eligible to enroll in the medical program on the first of the month following 30 days of continuous employment. The Company will pay a portion of the medical insurance premium, up to $550 per employee and up to $450 for covered dependent(s). Medical insurance benefits are available to employees, the employee’s spouse or registered domestic partner, and the employee’s legal dependents.

Dental and Vision Benefits

Eligible full-time employees may also enroll in an employee only, an employee plus children or a family contract on the first of the month following 30 days of employment.

Retirement Plan

Opeeka provides all employees who complete 90 days of employment with a SIMPLE IRA plan which is an excellent means of long-term savings for your retirement. For eligible employees, the Company will contribute a dollar-for-dollar contribution match, up to 3% of the employee’s annual compensation.

Job Summary

We are seeking a dynamic and knowledgeable Customer Support Manager who will lead our customer support team and also act as an expert in our software product, serving as the go-to expert for the customer support team and implementation specialists. The Customer Support Manager will act as the escalation for Customer Support Agents and end users of Opeeka’s software products, ensuring timely and accurate resolution to their issues. Provide monthly and quarterly reporting on Customer Support tickets and related KPIs. Manage Customer Support personnel, providing ongoing direction and feedback on their responsibilities and job duties. Deliver quarterly performance check-ins and annual performance appraisals.

Duties & Responsibilities

• Product Expertise: Develop a comprehensive understanding of our software product, including its features, functionalities, and technical aspects, to serve as the go-to expert for the customer support team and implementation specialists.
• Training Material Development: Develop software training materials and approve materials prepared by team members, ensuring accuracy, clarity, and effectiveness in conveying product knowledge and troubleshooting techniques.
• Customer Issue Resolution: Oversee the timely and effective resolution of customer inquiries, complaints, and issues to ensure high levels of customer satisfaction.
• Software Testing Support: Collaborate with the software development team to support software testing efforts, ensuring that all bugs and enhancement requests identified by the support team are logged into software development tracking system(s) promptly and accurately.
• Customer Support Leadership: Lead and mentor the customer support team, providing guidance, training, and support to ensure they can effectively troubleshoot issues and deliver exceptional service to our customers.
• Process Improvement: Continuously assess and refine support processes and workflows to streamline operations, increase efficiency, and enhance the customer experience.
• Quality Assurance: Monitor customer interactions, provide feedback to team members, and implement quality assurance measures to maintain service excellence.
• Cross-Functional Collaboration: Collaborate with other departments, such as product development and sales, to share customer insights, address issues, and drive improvements.
• Customer Feedback Management: Collect, analyze, and act upon customer feedback to identify trends, pain points, and opportunities for enhancement.
• Technology Utilization: Utilize customer support tools, systems, and technologies to streamline processes, enhance efficiency, and improve service delivery.
• Escalation Management: Handle escalated customer issues and complaints in a professional and timely manner, ensuring resolution and customer satisfaction.
• Reporting and Documentation: Prepare regular reports on customer support performance, trends, and outcomes for management review and strategic decision-making.
• Customer Advocacy: Serve as a champion for the customer within the organization, advocating for their needs, preferences, and interests.

Financial Responsibilities

• Includes tracking and monitoring actual labor hours associated with projects to ensure labor costs stay within approved project budget.
• Review and approve time logs/hours worked for all direct reports to ensure time is accurately recorded for payroll and other operational purposes.

Management Responsibilities

• Manage Customer Support personnel, providing ongoing direction and feedback on their responsibilities and job duties.
• Ensure Customer Support personnel work tasks/plan are aligned with Company goals and objectives.
• Meet regularly with staff members to review work product timeliness and accuracy.
• Review and approve vacation and other time off requests.
• Review and approve time logs/hours worked for all direct reports to ensure time is accurately recorded for payroll and other operational purposes.
• Deliver quarterly performance check-ins and annual performance appraisals.
• Provide monthly and quarterly reporting on Customer Support tickets and related KPIs.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills and Abilities

• Proven experience in a customer support or service management role, with a track record of success in driving customer satisfaction and retention.
• Strong leadership and team management skills, with the ability to inspire, coach, and develop team members.
• Excellent communication and interpersonal abilities, with a customer-centric approach to problem-solving.
• Analytical mindset with the ability to interpret data, draw insights, and make data-driven decisions.
• Proficiency in customer support software, CRM systems, and other relevant technologies.
• Exceptional organizational skills and attention to detail, with the ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to collaborate cross-functionally and build strong working relationships with internal stakeholders.
• Flexibility and adaptability to respond effectively to changing priorities and business needs.
• Passion for delivering outstanding customer experiences and driving continuous improvement initiatives.

Education and/or Experience

• Four-year College degree preferred (B.A., B.S., or equivalent; with prior work experience ok)
• Experience in software implementation or technical support roles is highly desirable.
• Experience working in a social welfare, behavioral health, or mental health care setting is highly desirable
• 2+ years Supervisory or Management experience.
• 3+ years work experience.
• 3+ years experience with a wide range of application software packages, including standard business productivity software (e.g., Windows, Word, Excel, Outlook, PowerPoint, Adobe Acrobat).

Physical Requirements:

• Frequent on-site, team interaction.
• Frequent sitting, standing, and walking.
• Occasional to frequent repetitive motion.
• Frequent talking and listening in person and over the phone.
• Close up and distance vision requirements.
• Manual dexterity sufficient to operate a keyboard and other office equipment

Emotional/Psychological Demands:

Ability to cope with: lengthy periods of concentration; pressure and deadlines; occasional long or irregular hours; occasional public contact; prioritization of work for yourself and team members.

Work Environment:

Open office environment; moderate temperatures; moderate noise levels.