Customer Service Manager

Lighthouse Software Systems, LLC is a specialized Software as a Service (SaaS) company that supports secure data management and compliance workflows. They are seeking an operational, technical, and detail-oriented Customer Service Supervisor to manage a remote team, ensuring exemplary client support and effective communication between customers and technical staff.

Responsibilities:

• Manage a small team of remote customer service agents
• Actively monitoring ticket queues
• Maintaining established SLAs
• Conducting ticket quality reviews
• Bringing our team forward
• Act as the bridge between our customers and our technical team
• Effectively translating user feedback and prioritizing software issues with our programming staff
• Take a direct role in new user onboarding by delivering formal online training sessions to platform users
• Directly manage tickets and escalations during peak volumes to ensure service continuity
• Master complex product navigation and corporate administrative guidelines

Requirements:

• Must be a United States Citizen residing within the Continental United States
• A minimum of 2+ years of experience managing a customer service team
• Strong understanding of Software as a Service (SaaS) environments, including experience collaborating with product management, QA, or software engineering teams
• Software literacy. Proven ability to rapidly achieve proficiency in complex product navigation and administrative guidelines, with demonstrated adaptability to new software systems
• Ability to triage complex technical issues, distinguishing between user error, configuration needs, and critical software bugs
• Professional presentation and communication skills, both written and verbal, with the ability to articulate technical workflows clearly during online client training sessions
• Working familiarity with modern support ecosystems. Experience utilizing Freshdesk, Freshchat, Vonage, and Microsoft 365 is highly advantageous
• HIPAA Certification is required due to the daily management of sensitive health information
• Experience leading remote personnel
• Prior experience working within Opioid Treatment Programs (OTPs) or behavioral health software environments