Customer Support Operations Manager (Member Support)

Location: Remote (South Africa preferred)

Compensation: $2500-$3500/month base performance-based incentives (OTE $3500$4000/month)

About the company

The company is a fast-growing healthcare company that helps patients manage chronic conditions through medical supplies care support and digital health tools. The company specializes in Durable Medical Equipment (DME) such as CGM sensors catheters ostomy supplies and other products patients rely on to manage their health every day.

The company works directly with patients (members) to ensure they receive the right supplies support and education to live healthier lives. The organization is also expanding into new digital care offerings including innovative therapies and programs designed to improve patient outcomes.

As the company continues to grow delivering exceptional patient support at scale has become a strategic priority. This role will play a critical part in improving the experience of thousands of members who rely on the companys support team to resolve issues manage supply replacements and maintain continuity of care.

The Opportunity

The company is hiring a Customer Support Operations Manager (Member Support Manager) to lead and transform its member support function.

This role will oversee a small but high-volume support team responsible for handling inbound member issues and coordinating replacement or resupply of medical equipment. While the team is relatively lean (45 agents) the volume of tickets and calls is significant making operational efficiency strong processes and performance management critical.

Currently the support organization is operating with limited structure and reactive workflows. Customer experience metrics such as NPS and service levels have declined and the team lacks strong operational leadership to diagnose issues improve processes and drive accountability.

This role is designed for someone who thrives in high-agency environments and enjoys building structure where it doesnt yet exist. The ideal candidate will bring call center leadership experience operational rigor and strong analytical thinking to identify root causes of performance issues and implement sustainable improvements.

Rather than simply managing people this role is expected to own the performance of the support organizationincluding reporting operational improvements coaching and process design.

Team Structure

The Customer Support Operations Manager will oversee:

Core Support Team

• 4 Member Support Agents
  • 2 currently based in the United States
  • 2 based in the Philippines

Additional Support Function

• 1 Resupply / Outbound Specialist focused on contacting members when medical supplies need to be reordered

The team supports members through a combination of inbound support tickets phone calls and outbound resupply outreach.

While the team size is small the workload is significant due to the high frequency of supply replacements insurance coordination product troubleshooting and patient inquiries.

This role reports directly to the Head of Member Support & Growth and will work closely with leadership to improve the overall member experience.

Key Responsibilities

1. Own Customer Support Performance

You will be responsible for the operational performance of the member support organization.

Key metrics include:

• Net Promoter Score (NPS)
• Service level
• Abandonment rate
• Queue times
• Average handle time (AHT)
• Ticket backlog
• Resolution time

You will build systems to measure track and improve these metrics over time.

2. Diagnose Operational Issues

A major part of the role is understanding why performance issues are happening and implementing solutions.

This includes:

• Analyzing ticket and call volume trends
• Identifying root causes of recurring member issues
• Improving escalation paths
• Identifying product or operational friction points
• Recommending workflow and process improvements

You will be expected to run a full diagnostic of the support organization and implement improvements.

3. Build Processes and Operational Structure

The current team operates in a high-volume but process-light environment. One of your core responsibilities will be building operational structure.

This includes:

• Creating support playbooks and SOPs
• Implementing reporting dashboards
• Designing ticket workflows
• Creating QA processes
• Establishing clear escalation procedures
• Improving documentation and internal knowledge bases

4. Lead and Develop the Support Team

You will manage a team of 45 agents and will be responsible for ensuring they perform at a high level.

Responsibilities include:

• Coaching agents on customer interactions
• Monitoring performance metrics
• Implementing QA reviews
• Addressing underperformance
• Helping determine when team members should be coached vs replaced
• Creating a culture of accountability and continuous improvement

5. Improve Team Specialization

The support team currently handles multiple responsibilities simultaneously including both:

• Member issue resolution
• Resupply and reorder coordination

The company is moving toward greater role specialization to reduce distractions and improve efficiency.

You will help design and implement this structure ensuring agents are focused on the right work and workflows are optimized.

6. Partner with Leadership

You will work directly with company leadership to shape the future of the member support function.

You will be expected to:

• Present performance insights
• Recommend operational improvements
• Implement new workflows
• Help leadership understand support trends and member needs

This role requires someone who can bring solutions not just surface problems.

What Success Looks Like

Within the first 612 months the Customer Support Operations Manager will:

• Stabilize and improve key customer experience metrics
• Implement clear reporting and performance dashboards
• Improve NPS and service levels
• Reduce queue times and ticket backlog
• Establish consistent coaching and QA processes
• Improve accountability and performance across the team
• Introduce scalable support workflows

Ideal Candidate Profile

We are looking for someone who combines strong operational thinking with hands-on leadership experience in customer support environments.

Required Experience

• 5 years of experience in customer support or call center operations
• Experience managing support teams in high-volume environments
• Strong understanding of call center metrics and performance management
• Experience improving customer support processes and workflows
• Experience coaching and managing support agents
• Strong analytical and problem-solving abilities

Preferred Experience

• Healthcare medical device or DME industry experience
• Experience working with distributed or remote teams
• Experience managing teams across multiple geographies
• Familiarity with support ticketing platforms and call center tools

Key Traits We Value

High Agency

You dont wait to be told what to do. You identify problems propose solutions and execute.

Analytical Thinking

You enjoy diagnosing operational problems and using data to guide improvements.

Operational Discipline

You bring structure to chaotic environments and implement systems that scale.

Ownership

You take responsibility for outcomes and are accountable for results.

Pragmatism

You are comfortable operating in fast-growing environments where not everything is fully defined.

Compensation

• Base Salary: $2500 $3000/month
• Performance Incentives: Up to $1000/month based on KPI achievement
• On-Target Earnings: $3500 $4000/month

Incentives will be tied to key performance metrics such as:

• NPS improvement
• Service level achievement
• Queue and response time improvements
• Overall support performance

Why This Role Is Unique

Most customer support roles involve managing large teams.

This role is different.

You will lead a small high-impact team supporting thousands of members in a critical healthcare environment. The challenge is not scaleits operational excellence.

The right candidate will have the opportunity to build and shape the member support organization improve the experience for patients relying on medical supplies and work directly with leadership to drive meaningful operational improvements.

Required Experience:

Manager