Manager, Technical Support

Amwell

1d • $102,000 - $119,000

About The Position

At Amwell, we’re transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don’t just matter—they drive real change, improving lives on a global scale.
We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry’s biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care.
We do this through our technology-enabled care platform that is designed to help our clients achieve their digital care ambitions – today and in the future. We offer programs spanning the full care continuum, including urgent, acute and specialty care, behavioral health, and services for the treatment of chronic conditions such as heart and cardiometabolic diseases. Programs are powered by Amwell as well as our growing partner network.
For almost two decades, Amwell has proudly served some of the largest and most sophisticated healthcare organizations in the U.S. and worldwide. Our team is passionate about technology’s role in transforming care delivery and making it more equitable, accessible, efficient, cost-effective and navigable for all.
Brief Overview
Reporting to the Director of Support, the Level 2 Technical Support Manager oversees the enterprise support of the Amwell experience. The Technical Support Manager plays a critical role in the success of our relationships with our enterprise clients and end users of our technology. Collaborating with our Medical Billing, Implementation, Customer Success and Account Director teams, the Technical Support Manager is responsible for defining, tracking and reporting team success metrics, guiding innovation projects, all while driving continuous improvement to reduce effort and improve outcomes for our customers. The Technical Support Manager will lead a growing team of 15-20 Support Specialists and Leads to provide outstanding support to our enterprise clients. This person will focus on all aspects of customer satisfaction while carefully tracking and managing client issues. The right candidate has experience leading a technical software support team, working collaboratively with other internal teams and fostering positive relationships with our clients. Strong communication, creative problem solving and a passion for customer service are all key attributes for this role.

Requirements

• Minimum of 8 years experience managing a high-volume technical support team
• Minimum of 5 years management/leadership experience
• Extensive experience with web and mobile application software support
• Demonstrable experience driving automation and DX improvements
• Excellent analysis skills, and a track record of implementing change by leveraging data
• Experience implementing and adapting customer service processes/procedures
• Proven ability to coach and mentor employees, ability to translate your skills to other team members through training and mentoring
• Experience using CRM Tools, Salesforce preferred
• Comfortable understanding and explaining software products to diverse audiences
• High energy level, enthusiastic, and eager to do what is necessary to be successful
• Demonstrated ability to learn quickly and use critical thinking and problem solving to troubleshoot complex support issues
• Excellent verbal and written communication skills
• Excellent written communication skills
• Experience leading strategic initiatives with limited involvement from leadership
• Proven ability to adapt quickly to changing priorities
• Bachelor’s degree preferably in a technical discipline or relevant professional experience

Nice To Haves

• Master’s Degree/MBA and/or relevant certifications (PMP, CXPA) is a plus.

Responsibilities

• Oversee a team of Level 2 Technical Support Specialists primarily focused is enterprise client support.
• Monitor and manage case queues to ensure cases are resolved within SLA with high quality.
• Take the lead on critical/high priority cases as needed to ensure they are addressed in a timely manner. This will require working closely with external stakeholders as well as internal teams including professional services, account management and our technology teams.
• Define, analyze, interpret, and act upon customer support success metrics.
• Implement an enhanced quality framework. Ensure cases are handled correctly through weekly quality audits. Provide coaching based on quality audit findings.
• Support improvements to the knowledge base and ensure Specialists have the tools they need to effectively resolve case issues.
• Collaborate cross-functionally on the implementation, management, and ongoing review of strategic support initiatives.
• Develop and implement process improvements and procedures to drive efficiencies, improve quality and enhance the Customer experience.
• Establish relationships with our enterprise client’s operational teams. Attend external client meetings as needed to support our project management or account management teams.
• Investigate and address support quality issues that are escalated from our enterprise clients or internal stakeholders including Account Managers and Project Managers
• Manage workforce staffing plan, on-board and train new employees.
• Provide individual career coaching to ensure personal development of all team members.

Benefits

• Flexible Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager