Support Manager

About the work

You will create positive brand experience for existing customers - caregivers & communities - in order to support company expansion goals and reduce the possibility for churn and contraction, improving customer retention. You will act as the primary point of contact for third-party contact centers that support providers. You will troubleshoot concerns that may arise, provide guidance on standard methodologies, and act as the customer voice internally.

• Learn and understand the ins and outs of ShiftKey systems, policies, and procedures.

• Owning, managing, and promoting all metrics tied to the support operations experience, including agent-level KPIs.

• Provide daily direction, communication, and coaching support to employees so that support inquiries are answered in a timely, efficient, knowledgeable manner and with emphasis on quality customer service.

• Monitor calls/digital engagements and reporting tools to observe employee habits, demeanor, technical accuracy, and conformity to company policies.

• Responsible for suggesting and implementing methods to improve area operations, efficiency, and service to both internal and external processes.

• Work on special or ongoing projects that are meaningful to continuous improvement in support. Identify and implement improvements to processes and procedures to improve departmental efficiency and customer satisfaction.

• Partner with members of ShiftKey's Operations teams to design and issue training on an ongoing basis.

• Ensure the communication is strong between the support operations team and other departments.

• Represent the Support Ops Department as needed on cross-functional partnerships that continually help to improve services provide and increase efficiency.

• Drive improvements in customer service and data entry processes, while being able to identify or forecast future bottlenecks and design and implement methods to avoid future issues.

• Can anticipate trends and identify risks while providing solutions for both.

• Performs miscellaneous job-related duties as assigned.

Who you are (Minimum qualifications)

• A bachelor's degree in business or related field, or equivalent experience

• 5 years of people management experience in a high volume, multi-channel customer support and/or call center environment

• Experience managing a third-party contact center

• Experience with chat support

• Experience with building out IVR flows and best practices

• Experience building SOPs for support teams

• Experience leading customer service teams

• A background in customer service training for your team members

• Experience and comfort working with phone and digital communication methods, at-scale

• You are able to interact and communicate with all levels of the organization

• You enjoy a fast-paced, high change environment

• You are a problem solver

Ideally you also (Preferred qualifications)

• Have working knowledge of Salesforce, Tethr and Intercom

• Have experience in a tech, software, and/or start-up environment

• Have a background in the PRN space

• A high growth, friendly and engaging work environment with potential for endless career opportunities

• Employer Paid life insurance, and short/long-term disability insurance

• Voluntary income replacement benefit options for you and your family, and discounts on care for your family pets

• Pre-tax savings options for health and dependent care needs

• 401K with match up to 6% (4% safe harbor match, 2% discretionary match) with immediate vesting

• 12 Company paid holidays

• Free onsite gym

About Us

Founded in 2016, Dallas, TX based ShiftKey is a platform that is completely disrupting the way healthcare facilities typically find licensed and certified professionals to fill available shifts. Leveraging marketplace dynamics and deep industry knowledge, the company is playing a vital role in mitigating America's healthcare staffing shortages, enabling direct connections between facilities and healthcare professionals. By offering the opportunity to work as much or as little as they choose and putting the power back into the hands of healthcare workers, ShiftKey is bringing more licensed professionals back into the workforce, a solution that is solving a major crisis in healthcare. Since its inception, healthcare facilities have posted more than 35 million hours of shifts on ShiftKey, interacting with hundreds of thousands of professionals looking for flexible work. In addition to Dallas, TX, ShiftKey has offices in Austin, TX and Warsaw, Poland. For more information, visit