Customer Support Manager – HealthTech & Operations

RLDatix; United Kingdom; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401K

Paid time off

Paid holidays

Job summary

RLDatix is seeking a North America–based Customer Support Manager to lead the support team, improve customer experience, and drive operational performance. You will balance people leadership with hands-on process improvements in a fast-paced, customer-centric environment.

You will use performance data, coaching, and cross-functional collaboration to remove blockers and implement AI-enabled tools and workflows that scale support. Travel to NA sites is expected about quarterly.

Qualifications

• Experience leading a customer support team in a software or healthcare setting preferred.
• Proven ability to develop leaders and high-performing teams.
• Strong use of operational data and customer feedback to drive changes.

Responsibilities

• Organize daily work of team leads and analysts, including staffing and queue health.
• Coach analysts to deliver consistent service and grow skills.
• Use performance data and customer feedback to identify issues and improvements.
• Monitor metrics like response and resolution times, backlog, and CSAT.
• Drive process optimization and knowledge sharing to improve efficiency.

Skills

Leadership

People management

Data-driven decisions

Cross-functional collaboration

Change management

Travel willingness

Tools

AI-enabled tools

Job description

RLDatix is seeking a North America–based Customer Support Manager to lead the support team, improve customer experience, and drive operational performance. You will balance people leadership with hands-on process improvements in a fast-paced, customer-centric environment.

You will use performance data, coaching, and cross-functional collaboration to remove blockers and implement AI-enabled tools and workflows that scale support. Travel to NA sites is expected about quarterly.