Healthcare Support Operations Director

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeJob Full time $80,000 - $100,000

Overview

Support Manager Role

This leadership position oversees the support operations department, serving as the primary escalation point for complex technical, clinical, and operational issues. You will lead and scale a team of support specialists, mentoring them in daily guidance and performance feedback.

The ideal candidate has 3+ years of experience in customer support management, preferably within healthcare or tech. Proven expertise in Zendesk is essential, along with a strong understanding of healthcare workflows.

You will be responsible for owning the support infrastructure, ensuring seamless day-to-day operations across all support verticals. This hands-on leadership role demands a strategic mindset, technical aptitude, and a proactive approach to cross-functional collaboration.

Mission-Critical Responsibilities:

  • Manage and mentor a growing team of support specialists.
  • Oversee scheduling and ensure 7-day support coverage.
  • Serve as the lead escalation point for complex issues.
  • Cultivate a culture of ownership and high accountability.

Technical & Operational Ownership:

  • Reproduce, document, and troubleshoot technical issues.
  • Collaborate closely with engineering to escalate bug fixes and system improvements.
  • Maintain and enhance Zendesk configurations.
  • Proactively update the knowledge base and SOPs based on support insights.

Reporting & Communication:

  • Deliver weekly support metrics and insights during team meetings.
  • Communicate clearly through Slack, ensuring asynchronous updates are informative.
  • Lead team huddles, fostering transparency and an over-communication mindset.

Cross-Functional Collaboration:

  • Identify inefficiencies and propose process improvements.
  • Train specialists across all verticals to ensure adaptability and coverage.
  • Collaborate with Product, Engineering, and Compliance teams.

Requirements:

  • 3+ years of customer support management experience.
  • Zendesk expertise and healthcare workflow understanding.
  • Strong interpersonal and presentation skills.
  • Proactive problem-solving approach.

Bonus Qualifications:

  • Telehealth or SaaS support experience.
  • Data-driven mindset with a history of using support metrics.
  • Bilingual fluency is a plus.

Ambition Meets Opportunity

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