Support Manager

About Element5Element5 is on a mission to transform the way post-acute care organizations work. Using AIand RPA, we're automating complex and repetitive tasks, so teams can focus on betterpatient outcomes. In short, if post-acute teams are spending too much time on administrativework, Element5's digital assistants can take over for them.We’re fast-paced, supercharged, and moving at the speed of light. Our team is made ofindustry veterans who have built several successful products for healthcare and IT, and arenow on the most meaningful mission of our lives. Collectively, we impact improvements incare quality for millions of patients by freeing up healthcare teams from burdens ofcompliance and regulations. Recently,Element5 raised $48.5 million in seed funding andoperates with offices in San Jose, California and Chennai, India.Please visit our website at Overview:The Support Manager plays a vital role in facilitating efficient and effective technical and clientsupport services for the organization. This position involves direct, hands-on management oftech and client support activities, collaborating with other internal teams and stakeholders, andensuring timely resolution of all production issues. The Support Manager serves as the directcentral point of contact for clients and internal teams on support-related inquiries. He acts as aliaison between clients, technical support staff, CSMs, and other departments.Key Responsibilities:1. Support Management:- Serve as the primary contact for clients seeking support and production tech issues, triage and assign support tickets to appropriate resources/teams. - Monitor support/ticket queues and provide timely response, updates,and resolution of client inquiries and production issues. - Coordinate and schedule support activities, handle hand-offs & meetings, and manage support roster. - Act as the incident/fire captain in case of production incidents/fires. - Monitor and evaluate support metrics, such as response time, resolution time, client satisfaction, and ticket volume, to identify areas for improvement. - Build and manage the tech and client support team members.2. Communication and Collaboration:- Collaborate with cross-functional teams, such as technical support, delivery team, and client success to facilitate knowledge sharing, client communication and issue resolution. - Maintain regular communication with clients, providing updates on the status of their inquiries and ensuring a high level of client satisfaction. - Act as a liaison between clients and internal teams, conveying client feedback, needs, and expectations to relevant stakeholders.3. Documentation and Knowledge Management:- Maintain accurate records of client interactions, support activities, and issue resolutions in a ticketing system. - Analyze client feedback and support data to identify trends, recurring issues, and areas for improvement, and create or update documentation for faster issue resolution. - Create MIS presentations, reports and dashboards on production issues and client inquiries.Qualifications and Skills:● Expected experience: 12+ years with at least 5 years experience managing a supportteam.● Previous experience in a tech and client support or coordination or management rolewithin a SaaS/technology solutions team.● Experience in handling 24/7 support and working with geographically dispersed teams.● Excellent communication skills, both written and verbal, with the ability to articulatetechnical concepts to non-technical individuals.● Problem-solving skills and the ability to analyze information to identify root causes andrecommend appropriate solutions.● Strong organizational and time management skills, with the ability to prioritize andmultitask effectively.● Proficiency in using support tools and systems, such as ticketing systems, CRMsoftware, and knowledge bases.● Ability to work well in a team environment, collaborating with colleagues andstakeholders at various levels.● Flexibility and adaptability to work in a fast-paced and dynamic environment.● ITIL certification is a plus.

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