Manager, Inbound Customer Support

Snap Diagnostics is looking for an experienced leader to head their Inbound Customer Support team. The role involves managing daily operations, mentoring team members, and refining processes to enhance customer support effectiveness.

Responsibilities:

• Manage the daily work of our Inbound Support Team, providing high-level guidance on customer issues and finding thoughtful ways to motivate the team and celebrate success
• Monitor phone communications and documentation to identify areas of strength and opportunities for process improvement
• Act as a resource for more complex customer requests or complaints, ensuring every patient and provider receives thoughtful solutions
• Prepare and analyze weekly reports for the Sales organization, tracking registration success and shipment metrics to help us maintain a high standard of care
• Develop ongoing training initiatives that empower the team and foster a culture of professional growth and confidence

Requirements:

• Direct experience managing a call center or high-volume inbound team is required
• Comfortable with phone systems, volume management, and performance metrics
• Strong interpersonal skills with the ability to handle sensitive customer needs with empathy and professionalism
• A detail-oriented approach to data, documentation, and creative problem-solving
• A commitment to using sound judgment and maintaining high standards of integrity at all times
• Proficiency in modern communication technologies and software to effectively lead and engage a remote team
• A minimum of 3-5 years' experience in managing a high volume call center
• Experience in mentoring teams and building world-class support operations
• Ability to bring a fresh perspective and new ideas to operations
• Experience in developing ongoing training initiatives that empower the team