Key skills
Customer support leadershipHealthcare complianceCRM platformsData-driven decision makingOperational excellencePatient-centered mindsetTeam developmentcommunicationEmotional intelligenceSalesforceCRMLeadershipCommunicationDecision Making
About this role
First Stop Health is a company on a mission to deliver affordable healthcare through connected virtual care solutions. They are seeking a Manager of Customer Support to lead the customer support team in providing exceptional service while ensuring compliance with healthcare regulations and driving operational excellence.
Responsibilities:
- Hire, train, and coach customer support representatives in a healthcare-focused environment
- Develop team expertise in virtual care workflows, care navigation, and member engagement
- Foster a compassionate, patient-first culture
- Conduct regular performance evaluations and professional development planning
- Oversee daily support operations across phone, chat, email, and digital platforms
- Ensure timely resolution of patient, member, and client inquiries
- Manage escalations related to care access, referrals, billing questions, and service concerns
- Partner with clinical, operations, and client success teams to ensure continuity of care
- Ensure all support activities comply with HIPAA and data privacy requirements
- Monitor documentation accuracy and adherence to internal protocols
- Maintain quality assurance standards and conduct regular audits
- Track and analyze key metrics (e.g., response time, resolution time, CSAT, first contact resolution)
- Identify trends in member issues and proactively recommend improvements
- Provide regular reporting and insights to senior leadership
- Improve workflows to enhance efficiency and patient experience
- Collaborate with Product and Technology teams to optimize support tools and digital touchpoints
- Identify recurring issues and drive root-cause solutions
Requirements:
- Bachelor's degree preferred or equivalent experience
- 5–7+ years of customer support experience, including leadership
- Experience in healthcare required, telehealth or digital health highly preferred
- Strong understanding of HIPAA and healthcare compliance requirements
- Experience with CRM and support platforms (e.g., Zendesk, Salesforce, care management systems)
- Strong analytical and problem-solving skills
- Patient-centered mindset
- Leadership and team development
- Operational and process excellence
- Healthcare compliance awareness
- Data-driven decision making
- Strong communication and emotional intelligence