Customer Support Manager - Healthcare Experience & Operations

Caris MPI, Inc.; Phoenix (AZ); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Caris MPI, Inc. seeks a Manager of Customer Support for the Caris Detect program to lead a growing, high-volume team serving patients, providers, and partners.

You will oversee daily operations, coaching, workflows, escalation handling, and KPI reporting across multiple channels to ensure timely, accurate, and compassionate service. This role partners with Clinical Care, Operations, Laboratory, Billing, and IT to scale processes, implement automation, and maintain a white-glove experience as

Qualifications

• 5+ years in customer support or healthcare operations with leadership experience.
• Experience leading customer-facing operations in high-volume environments.
• Strong communication with patients, providers, and leadership.
• Familiarity with CRM/c case-management systems and reporting.

Responsibilities

• Lead day-to-day Customer Support for Caris Detect; coach and develop specialists.
• Establish service standards, workflows, staffing, and escalation processes.
• Oversee multi-channel support for patients, providers, and partners.
• Escalation point for complex issues; document and own cases in CRM.
• Collaborate with Clinical Care, Operations, Laboratory, Billing, and IT.

Skills

Leadership

Coaching

Operational management

CRM systems

Communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

Salesforce

Job description

Caris MPI, Inc. seeks a Manager of Customer Support for the Caris Detect program to lead a growing, high-volume team serving patients, providers, and partners.

You will oversee daily operations, coaching, workflows, escalation handling, and KPI reporting across multiple channels to ensure timely, accurate, and compassionate service. This role partners with Clinical Care, Operations, Laboratory, Billing, and IT to scale processes, implement automation, and maintain a white-glove experience as