Customer Support Manager - Healthcare Ops & Performance

RLDatix; Chicago, Northern (IL, KY); Hybrid; 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 Customer Support team and drive improvements across processes. The role focuses on people leadership, customer experience, performance management, and daily operational execution to deliver measurable outcomes.

You will balance coaching, data analysis, and cross-functional collaboration while expanding capabilities and maintaining a customer-centric approach. Travel within North America is expected quarterly.

Qualifications

• Experience leading customer support teams in a software company
• Proven ability to develop leaders and high-performance teams
• Strong use of operational data and customer feedback to drive change
• Experience with change management and new ways of working

Responsibilities

• Organize day-to-day work of Team Leads and Analysts, including staffing and queue health
• Coach Analysts to deliver consistent service and hit performance levels
• Use performance data and feedback to identify recurring issues and gaps
• Monitor response/resolution times, backlog, and customer satisfaction targets
• Drive improvements via process optimization and knowledge sharing

Skills

Customer support leadership

People management

Data-driven decisions

Cross-functional collaboration

Change management

AI-enabled tools

Job description

RLDatix is seeking a North America–based Customer Support Manager to lead the Customer Support team and drive improvements across processes. The role focuses on people leadership, customer experience, performance management, and daily operational execution to deliver measurable outcomes.

You will balance coaching, data analysis, and cross-functional collaboration while expanding capabilities and maintaining a customer-centric approach. Travel within North America is expected quarterly.