Manager, Client Support

Job Summary Responsible for the day-to-day management of the team personnel and ensuring efforts align with the mission of the Support organization. Essential Duties & Responsibilities · Provides knowledgeable technical and functional assistance to external and internal customers in a prompt and courteous manner · Demonstrates advanced understanding of internal systems and is proficient in their use, including case management software · Demonstrates advanced understanding of operations metrics and purpose. · Demonstrates advanced understanding of company mission and Greenway Health products. · Documents interactions (via phone, portal, and/or chat, as assigned) with customers via cases. · Completes/Delivers all required training and demonstrates skills in areas to include Product, Systems and Customer Service (including professional interactions). · Negotiates unresolved customer cases to other teams or teammates (L2, L3 other internal (NOC)). · Provides Input for Level 3 item prioritization. · Utilizes Knowledge Base in researching issues. · Develop contributors to our knowledge base article database. · Assists and acts as a mentor to all Technicians and Team Leads. · Creates, maintains, and participates in issues resolution internal chats based on assigned subject groupings. · Participates in Pilot and Beta. · Directs escalations from L1/L2. · Interacts with Product Management and Development for escalation and product counsel, future product versions, and change management. · Conducts special projects and acts as a consultant for other groups. · Manages case metrics and call flow · Performs Call Detail Reviews's and Monitors personal queues. May include active call monitoring. · Follows up and handles escalation from customer surveys. · Leads 1:1s with Technicians and Team Leads for personal development of the team and career pathing. · Leads daily rollcall, evaluations, and reviews. · Manages Performance Improvement Plans and disciplinary actions. · Conducts interviews with potential employees. · Approves PTO, timesheets, and performance reviews. · Recommends Concession or Credit approach for financial consideration · All other duties as assigned.

You Belong at Greenway Bring your best and truest self. We celebrate what makes us different and what brings us all together. At Greenway Health, we are committed to an inclusive environment and a culture of belonging as we pursue our purpose of healthier communities, successful providers, and empowered patients. We are united in our goal to build the future of healthcare technology. Join us.