Technical Support Manager

Overview

Quality Coding Software Solutions (QCSS) is seeking a Customer Success Support Manager to lead our Support Desk function supporting Managed Care and Community-Based Healthcare clients. This role is responsible for overseeing the Support team, while ensuring exceptional support experiences for all health plan end users. We offer an exciting opportunity to support health care insurers and providers in improving health care outcomes for vulnerable populations. Our solutions positively impact over two hundred fifty thousand health plan members.

The Customer Success Support Manager serves as the operational owner of the support experience, support processes, SLA performance, and cross-functional collaboration. This individual will leverage Jira Service Management to oversee ticket operations, identify trends, improve workflows, and ensure customers receive timely and effective support. This role requires a customer-focused leader who can balance strategic planning with operational execution while working closely with Customer Success, Product, Technology, Implementation, and Executive Leadership teams.

Key Responsibilities

- Lead and manage the day-to-day support desk operations, ensuring timely, high-quality support across all client health plans.

- Own support performance, including response times, resolution times, SLA compliance, and overall service quality.

- Serve as the escalation point for the Support team for customer issues and critical incidents.

- Independently investigate, troubleshoot, and resolve complex customer and application issues, using strong problem-solving and technical skills to minimize unnecessary escalations to Product and Engineering.

- Monitor support workload, ticket trends, and operational metrics to ensure efficient service delivery.

- Administer and optimize Jira Service Management for the support function

- Develop and maintain dashboards, reports, and KPIs to measure and analyze support performance and identify opportunities for improvement.

- Partner with Product, Engineering, Customer Success, and Implementation teams to resolve customer issues and improve the overall customer experience.

- Build, maintain, and refine support SOPs, internal documentation, and customer-facing Knowledge Center content.

- Lead initiatives focused on process automation, workflow optimization, and operational efficiency.

Qualifications and Experience

Required

- Bachelor's degree or equivalent combination of education and experience.

- 5+ years of experience in SaaS customer support, technical support, customer success operations, or service desk management.

- 2+ years of experience leading or managing customer support teams.

- Strong experience working with Jira Service Management or similar help desk platforms.

- Proven ability to manage support operations and service delivery metrics.

- Experience building and improving customer support processes.

- Strong problem-solving, organizational, and analytical skills.

- Exceptional verbal, written, and presentation communication skills.

Preferred

- Experience supporting healthcare organizations, health plans, managed care organizations, or healthcare technology solutions.

- Experience with healthcare SaaS platforms and data-driven solutions.

- Knowledge of customer success methodologies and customer lifecycle management.

- Experience developing dashboards and reporting using Jira and business intelligence tools.

Location/Travel

- Position is available remotely

- QCSS is headquartered in Cambridge, MA

- Travel may be required less than 10% of the time to attend periodic in-person company meetings

Hiring Process

- The initial screen will be a 30-minute call

- The first interview will be a 60-minute video call

- The final interview will include presentation of an exercise and be a 90-minute video call

- The final step of the process will be a reference check and a background check

Background Checks/Federal HealthCare Pr