Manager, Customer Support

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

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.

Job Description

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 enhancementsthat 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.

• health
• dental
• vision
• life
• disability insurance
• 401K
• paid time off
• 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.