- Location
- Austin, TX
- Workplace
- Remote, Hybrid
- Type
- Full-time
- Department
- Sales
- Seniority
- Manager
- Experience
- 5+ years
- Source
- PCRecruiter
Description
Commercial Support Manager
Location: Hybrid remote preferred (Austin Texas)
Department: Customer Support /Operations
Reports to: Director of Support or Head of Operations
Type: Full-Time
About the Role :
Our client is a fast-growing healthcare SaaS company revolutionizing access to physical therapy through our on-demand, personalized platform. The Company is seeking a Commercial Support Manager to oversee day-to-day customer support operations and ensure outstanding service across all user touchpoints.
In this role, you will directly manage support agents, monitor key metrics, help refine support workflows, and act as a liaison between support and other internal teams. You'll play a hands-on role in driving consistent, high-quality support for both B2B clients and individual users.
Key Responsibilities:
Customer Support Execution:
- Respond to customer inquiries across multiple channels (email, chat, in-app, phone) with professionalism, empathy and accuracy,
- Handle high priority or complex support requests, including technical troubleshooting & escalated issues.
- Ensure timely resolution of tickets in alignment with internal SLAs and service standards.
Process Improvement:
- Identify reoccurring issues or inefficiencies in support workflows and suggest improvements to leadership.
- Help document and refine internal processes, troubleshooting guides, and macros to support team efficiency.
Quality & Compliance:
- Follow established protocols to ensure accurate, secure, and HIPPA- compliant handling of user data.
- Participate in quality assurance reviews to uphold service standards and support team consistency.
- Flag potential gaps in knowledge or support coverage for team discussion and resolution.
Tools & Systems:
- Utilize customer support platforms to manage tickets and tag issues effectively.
- Assist with basic platform configurations, such as updating ticket fields, macros, or automation rules.
- Use support data to spot trends, such as product issues or customer pain points, and share insights with team leads.
Cross Collaboration:
- Collaborate with product, engineering, and account teams to report bugs, user feedback, or urgent customer issues.
- Act as a knowledge resource for newer support team members and help field support questions when needed.
Required Qualifications:
- 5 + years of experience in customer support.
- Experience working for a Startup.
- Experience supporting SaaS, digital health, or technology products.
- Strong communication and problem solving skills.
- Strong organizational skills.
- Experience managing all components of the customer support function.
- Familiarity with support metrics, ticketing systems and customer satisfaction tracking.
- Comfortable working in a fast-paced, high growth environment.
