Manager, Support Services – EHR Billing Customer Support

Role Overview

• Oversee all ticket resolution channels, including Live Chat, ensuring SLO/SLA/NPS targets are met
• Manage, develop, and align resources for optimal workflow and coverage
• Set standards and guidelines for all customer interactions
• Act as escalation point for complex or high-impact issues
• Collaborate with other departments to maximize effectiveness and customer loyalty
• Lead performance coaching, mentorship, and development for direct reports
• Manage consultation and professional services processes for timely and accurate delivery
• Evaluate and improve support processes, partner satisfaction, and adoption of best practices
• Lead or participate in hiring, onboarding, and administrative management (e.g., timesheets, scheduling)
• Analyze team metrics, identify trends, and implement improvements
• Delegate tasks and empower staff to drive results
• Ensure compliance with company policies and regulatory requirements

Requirements

• Bachelor's degree preferred
• 6 years of experience in customer support or equivalent experience
• 2 years of management and/or supervisory experience
• Advanced knowledge of support platforms, workflows, and best practices
• Analytical skills for trend analysis and process improvement
• Effective communication and cross-functional collaboration
• Ability to manage escalations and drive resolution
• Strategic thinking and adaptability.

Benefits

• Qualifacts is an equal opportunity employer.
• Ability to work hybrid in either Tampa or Nashville office locations.