Healthcare Ops-Focused Customer Support Manager

RLDatix Career Center; Chicago (IL); On-site; USD 90,000 - 125,000; Full time

Job summary

RLDatix is seeking a North America based Customer Support Manager to lead our Customer Support team, balancing people leadership with customer experience and operational performance. You will guide practical improvements in established processes and drive measurable outcomes for customers and the business.

As part of RLDatix, you will organize team work, coach analysts, and leverage data to remove blockers.

Qualifications

• Experience in a customer support leadership position within a software company (healthcare industry preferred).
• Proven success in developing leaders and high-performing teams.
• Knowledge of using operational data and customer feedback to drive meaningful change.
• Experience in change management or process improvement or new ways of working.
• Knack for working cross-functionally in a fast-paced, customer-centric environment.

Responsibilities

• Organize the day-to-day work of CS Team Leads and Analysts, including staffing coverage, workload balance, and queue health.
• Coach Analysts to deliver consistent service, grow skills, and meet performance expectations.
• Use support trends and customer feedback to identify issues and improvement opportunities.
• Monitor performance: response times, resolution times, backlog, quality, and team targets.
• Drive improvements through process optimization and AI-enabled tools to make support faster and more consistent.

Skills

Customer support leadership

Team development

Data-driven decision making

Cross-functional collaboration

Travel in North America

Job description

RLDatix is seeking a North America based Customer Support Manager to lead our Customer Support team, balancing people leadership with customer experience and operational performance. You will guide practical improvements in established processes and drive measurable outcomes for customers and the business.

As part of RLDatix, you will organize team work, coach analysts, and leverage data to remove blockers.