HighFive Healthcare

Manager, Advanced Support Services

Austin, US · Director

Sponsorship not specifiedDetected 22 days ago

Agentic AICustomer SuccessCustomer SupportLeadershipCommunicationCollaborationMentoring

About the role

The Customer Experience (CX) Organization is aimed at delighting customers at every touchpoint.
We are dedicated to understanding and meeting the evolving needs and expectations of our customers.

Provide leadership to the Global Advanced Telephony Support Team, fostering a culture of accountability, collaboration, and innovation.
Develop and execute a comprehensive customer support strategy aligned with the company's goals and objectives using industry trends and best practices.
Recruit, train, and mentor a high-performing customer support team.
Collaborate with cross-functional teams to address customer feedback.
Drive product & process improvements.
Drive initiatives to enhance the overall customer experience and satisfaction. Implement processes and tools to streamline customer support workflows and improve response times.
Establish and maintain efficient support operations, including ticket management systems, knowledge bases, and escalation procedures.
Monitor key performance indicators (KPIs) related to customer support, such as first response time, resolution time, and customer satisfaction scores, and take action to address any issues.
Optimize resource allocation and budget management to maximize the effectiveness of the customer support function.
Oversee the day-to-day operations of the support center, managing a team of support agents, resource allocation, training, scheduling, and ensuring the timely resolution of customer issues.

Proven experience in a leadership role within a customer support or service organization, with at least 5+ years of experience.
Strong understanding of customer support best practices, customer support tools, and a proven track record in leading technical teams.

Analytical mindset with proficiency in using data and metrics to measure performance and inform decision-making.
Strong industry-specific knowledge and technical skills.
Bachelor's degree in business administration, management, or a related field.
Work at the center of the AI transformation in business communications
Join a team where AI amplifies every employee's impact
Competitive salary, comprehensive benefits, and real opportunities for growth
Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do.

This listing is sourced directly from HighFive Healthcare's careers page and normalized into a canonical job model.