Manager, Customer Support

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

Customer Support Manager

RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we’re connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We’re searching for a North America based Customer Support Manager to join our Customer Support team, so that we can help customer issues move through the right support path, remove operational blockers, and guide practical improvements within established support processes. The Customer Support Manager will balance people leadership, customer experience, performance management, and day-to-day operational follow-through to drive measurable improvements in customer and operational outcomes.

How You’ll Spend Your Time

• Organize the day-to-day work of Customer Support Team Leads and Analysts, including staffing coverage, workload balance, queue health, volume trends, prioritization, and follow-through on support work
• Support Team Leads in coaching Analysts so the team can deliver consistent service, grow skills, and meet performance expectations
• Utilize support trends, performance data, case reviews, quality trends, and customer feedback to identify recurring issues, process gaps, coaching needs, and improvement opportunities
• Monitor support performance, including response times, resolution times, backlog, quality, customer satisfaction, staffing needs, and monthly team targets
• Drive practical improvements through process optimization, knowledge sharing, AI-enabled tools, and workflow enhancement that make support easier, faster, and more consistent for customers and team members

What Kind of Things We’re Most Interested in You Having

• Previous experience in a customer support leadership position within a software company, healthcare industry preferred
• Proven success in developing leaders and building high-performing teams
• In-depth knowledge on using operational data and customer feedback to drive meaningful change across an organization
• Experience and internest in change management and process improvement or new ways of working
• A knack for working cross-functionally within a fast-paced, customer-centric environment
• Ability to travel within North America approximately once per quarter

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, 401K, paid time off, and paid holidays.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by Federal and/or State laws.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to [e-mail].

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.