Director, Customer Support - Therapy Brands : Job Details

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice, management, data, and billing solutions drive exceptional critical and financial outcomes.Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more officiant, improve revenue, and enable them to focus on patient care.For more information, explore our solutions at therapybrands.com.Job DescriptionReporting to the Vice President for Customer Support and Education, the Director of Customer Support is a key strategic leader within the Customer Experience team and is responsible for the day-to-day oversight of the Customer Support team who provides support for the suite of products under the Therapy Brands umbrella. The Director works cross-functionally with teams in customer success, product management, and engineering to translate the customer support strategy into initiatives to enhance the customer experience. This role develops systems, programs, procedures, and processes to reduce response times, coordinate communication, and increase overall customer satisfaction. In addition, the Director works closely with senior leadership to provide ongoing reporting related to the customer support program including developing and monitoring KPIs related to the customer journey. This is a high-visibility role within an exciting area of the business with a chance to quickly make a difference.

• Manage and lead teams responsible for supporting one or more products under the Therapy Brands umbrella, including designing and implementing strategies to enhance customer support services.

• Develop and implement a comprehensive customer support strategy aligned with organizational goals. Establish key metrics to measure and improve response times, service quality, and customer satisfaction while ensuring employee-engagement and morale.

• Oversee the day-to-day operations of the customer support team, ensuring seamless and efficient service delivery. This includes implementing tools, processes, procedures, and technologies to streamline workflows and enhance the customer experience. Anticipate and pro-active solve for issues impeding department success.

• Define and expand Customer Support best practices, creating an efficient and repeatable model that ensures customers are provided with a best-in-class experience.

• Identify pressing customer support issues and diagnose issues on behalf of customers. Work with teams in Product and Engineering to quickly respond to customer requests and concerns that require escalation and/or engineering fixes. Identify themes and oversee root cause analysis. Implement solutions to deter customer or employee issues.

• Build out a program to ensure customers receive continuous updates on their tickets as well as minimize the number of aging tickets beyond 30 days.

• Act as the voice of the customer within the organization, driving feedback into product and process improvements. Collaborate with other departments, such as Customer Success, Professional Services, Sales, and Product to ensure customer needs are addressed holistically.

• With the Customer Education team, coordinate the build and implementation of an online customer community designed to enable peer-to-peer support. Work with the team on the design of the ticket hub ensuring customers have visibility into their open customer support tickets.

• Establish team and individual KPIs and quality performance metrics to measure success and increase team accountability, aligning with department and company goals. Build out an enhanced reporting mechanism (dashboards) to share team results broadly with company leadership.

• Track customer satisfaction (CSAT) scores by product. Build a reporting mechanism that allows company visibility. Maintain CSAT detractor program in conjunction with the support leaders.

• With leadership, determine staffing needs (both FTE and contractors) for each product. Work with CX Operations team to build out productivity models that ensure a focus on quality and quantity while meeting the needs of the customers.

• Serve as a leadership escalation for customers, including but not limited to being on-call for the assigned products. Additionally, coordinate response and communication plans for issues related to full or partial outages as necessary.

• Supervise, train, and assess a team of individuals responsible for the direct interactions with customers through the education phase of the customer lifecycle. This includes onboarding new hires, providing ongoing training and development opportunities, and assessing the team for strengths and areas of improvement.

• Perform a wide variety of professional tasks, which demand a high level of creativity and imagination, as well as a thorough knowledge of the applicable needs and expectations of employees/customers.

Additional InformationWhile we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria. The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate-apply today and let's explore the exciting possibilities together! All your information will be kept confidential according to EEO guidelines.At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren't just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community. We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status. Therapy Brands is an equal opportunity employer.