This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers the opportunity to lead and optimize the support operations that drive exceptional customer experiences. The Senior Support Operations Manager will: - Define strategic workflows - Implement AI-powered solutions - Ensure operational excellence across helpdesk systems - Translate data into actionable insights - Improve customer satisfaction - Collaborate closely with Support, Product, Engineering, Marketing, and Operations teams The position combines strategic leadership with hands-on execution, focusing on scalable processes, automation, and analytics. It’s ideal for a proactive professional with strong analytical skills, experience in SaaS or high-growth environments, and expertise in customer support platforms. While the role is remote-friendly, alignment with Eastern Standard Time is expected for collaboration. Accountabilities: - Lead the design, implementation, and continuous improvement of support workflows, automations, integrations, and customer journeys. - Own the roadmap for helpdesk enhancements, ensuring alignment with operational goals and cross-functional priorities. - Develop and deliver clear support metrics, KPIs, and analytics to senior leadership for informed decision-making. - Manage the adoption, optimization, and governance of AI tools within the helpdesk platform to improve accuracy, deflection, and satisfaction. - Serve as the subject matter expert for helpdesk systems, establishing best practices, documentation, and change management procedures. - Partner with internal teams to integrate support operations with company-wide objectives and initiatives. Qualifications - 5+ years of experience in Support Operations, Customer Experience Operations, or Operations leadership roles. - Hands-on expertise with Intercom or similar helpdesk platforms (Zendesk, Salesforce Service Cloud), including workflows, reporting, automation, and AI-driven capabilities. - Proven ability to balance strategic planning with meticulous execution. - Strong analytical, communication, and stakeholder management skills. - Experience in SaaS or high-growth technology environments. - Comfortable operating in a remote-friendly structure and aligning with EST for collaboration. Benefits - Competitive base salary range: $110,000 – $120,000, plus performance-based bonus. - Comprehensive medical, dental, and vision insurance. - 401(k) matching program. - Flexible remote-friendly work options with stipends for home office and internet. - Unlimited PTO and paid holidays. - Career development, professional training, and advanced education support. - Opportunities for international team engagement and collaboration. - Holistic wellness programs and additional perks depending on location.

Description Who we are? United Imaging is a leading global medical device developer and supplier with a diversified portfolio of advanced medical products, digital healthcare solutions, and intelligent solutions that cover the entire process of imaging diagnosis and treatment. From our North American HQ in Houston, we are passionate about expanding our customer sales and support structure, embracing the highest quality and craftsmanship in each of our medical imaging products, and dedicated to building an outstanding organization. Join our innovative team with the mission of developing and supplying advanced technologies and improving patient care worldwide. As part of our global team, you will have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career. Company Page: http://www.united-imaging.com/en/home/ Benefits When joining our team, we offer the following benefits: medical, dental, vision, short- & long-term disability insurance, employee assistance program, company paid basic life insurance, 401(k) with employer match, paid time off, sick leave, and (12) paid holidays. Compensation decisions are based upon the candidate level of skill, qualifications, geographical location and experience, and it is not typical for an individual to be hired at or near the top of the posted pay range. Additionally, the position may also be eligible to earn performance-based incentive compensation (such as cash bonus(es). Duties & Responsibilities - Provide top-level on-site service support that delights our customers and sets the benchmark for the medical imaging industry - Work closely with Customer Care Center (regional and headquarter level) to effectively carry out trouble-shooting, maintenance, and updates on designated products - Embrace new technology while levering core strengths in customer service and service support - Play a key role in new, first-of-a-kind medical imaging system product launches in the US market - Continually build competence in providing technical assistance and support to our customers - Quickly and efficiently escalate challenges as appropriate to ensure expeditious resolution of all issues and high levels of customer satisfaction - Responsible for installation of UIH diagnostic imaging equipment for designated products in geographic region - Attend service training courses overseas and in the US as needed and work toward completion of the UIH Professional Certificate. Requirements This position is for a remote field service engineer. The selected candidate must live in or near the posting location for this position. Education - Associate degree in technical field and/or equivalent experience preferred Experience - Familiar with the principles and hardware/software configurations of diagnostic imaging equipment (MR, CT, PET-CT, X-ray, etc.) and previous experience with relevant equipment strongly preferred - Ideally, have previous field service experience where you have managed a geographic territory and demonstrated strong troubleshooting ability with hardware, mechanical, and software systems - Possess relevant IT skills with competence on Windows, Microsoft Office suite, and network communication and connectivity; Required Skills or/ Attributes - Strong customer communication skills with ability to effectively communicate both verbally and in writing - Demonstrated ability to contribute to a team environment focused on customer success - Superb customer facing skills needed for working with customers and internally at all levels within UIH / 3rd parties, contractors, and subcontractors. Must be able to quickly build rapport and gain respect from others; - Valid driver's license and good driving record required; - Willingness to travel extensively (at least 75%) as needed for customer support and training. Diversity, Equity, and Inclusion United Imaging is an Equal Opportunity Employer. Diversity, equity, and inclusion matter. United Imaging provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.*Note: Relocation is not available for this role

• Deliver software support to clients • Troubleshoot product and technical issues • Assess severity and scope of issues, inquiries, and requests • Communicate with clients by phone and email • Log and manage all client-related issues in our Client Relationship Management (CRM) tool (Salesforce) • Escalate complex issues to technical and product teams with complete and accurate information • Manage customer and user configurations • Educate and empower customers to maximize the use of products, tools, and services • Stay current on all product and service updates • Monitor system status and communicate issues internally and externally • Initiate proactive customer communications • Apply Knowledge-Centered Service (KCS) practices, including maintaining knowledge articles for internal and external use • Document solutions in reusable articles to support future issue resolution • Foster relationships between customers and the Experian brand through every interaction

Job Description A bit about this role: As a Digital Guide at Devoted Health, you will play a pivotal role in supporting members through portal chat conversations, helping them navigate their care and benefits with clarity and compassion. You’ll partner with clinical teams and cross-functional partners to support care coordination needs while also providing accurate, easy-to-understand benefit guidance. In this fast-paced digital environment, you’ll help identify when member concerns need additional support and ensure they are routed or uptiered to the appropriate teams, while maintaining seamless communication and context for follow-through. Through strong written communication, attention to detail, and a member-first mindset, you'll contribute to a culture of authenticity, empathy, and excellence as you help members access the care and benefits they need. Your Responsibilities and Impact will include: - Lead real-time digital member support through SMS and Portal Chat, delivering accurate, empathetic guidance that resolves member needs efficiently while maintaining a high-quality experience. - The majority of your time will be spent serving as a primary point of contact for members via digital channels, however expectations are that you will be asked to flex beyond inbound service to participate in outbound outreach, engagement initiatives, and/or digital communications as business needs change. - Manage multiple concurrent conversations while maintaining strong response times and meeting digital service level expectations. - Utilize internal tools, knowledge base, and AI-assisted resources to research member questions and provide clear, reliable information. - Identify when issues require escalation and create appropriate cases or handoffs to partner teams to ensure members receive timely follow-up and resolution. - Contribute to a positive team environment by collaborating with peers and sharing insights that help improve workflows, guidance, and the overall digital member experience. - Participate in quality reviews, coaching sessions, and ongoing training to continuously strengthen knowledge, communication skills, and digital service excellence. - Adapt to evolving digital tools, workflows, and operational priorities as the Digital Guide program continues to scale and mature. - Collaborating closely with peers, clinical partners, and cross-functional teams to resolve member needs end-to-end. Required skills & experience: - Minimum of 3 years of call center experience or high-volume, over the phone patient-facing experience - Demonstrated digital communication proficiency across chat and portal channels, maintaining empathy, clarity, and accuracy - Strong time management and ability to thrive in a fast-paced, multitasking environment. - Resilient, optimistic, and solutions-focused when navigating challenges. - Ability to independently navigate resources, make sound decisions, and manage multiple systems/screens. - Successfully completes a written communication exercise and a typing test (55+ WPM). - Must be available to work variable shifts across multiple time zones, 8am ET – 8pm PT, including weekends. Desired skills and experience: - A genuine desire to make the healthcare experience easier for members — you love to serve and are passionate about helping others. - High level of technology proficiency, with the ability to manage multiple systems, screens, and digital tools simultaneously. - Demonstrated strength in de-escalation, judgment, and problem-solving. Salary Range: $19.00 - $24.00 / hour The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. Our Total Rewards package includes: - Employer sponsored health, dental and vision plan with low or no premium - Generous paid time off - $100 monthly mobile or internet stipend - Stock options for all employees - Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles - Parental leave program - 401K program - And more.... *Our total rewards package is for full time employees only. Intern and Contract positions are not eligible. Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce. At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission! Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business. As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.