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We deliver care that people love. Members can talk with doctors or counselors 24/7 via app, website or phone.
Customer Support Manager
Location
United States
Posted
99 days ago
Salary
0
Seniority
Senior
Job Description
Customer Support Manager
First Stop Health
• Lead the customer support team in delivering exceptional service within a virtual healthcare environment • Ensure high-quality, timely support for patients, members, employer clients, and partners while maintaining compliance with healthcare regulations (e.g., HIPAA) • Drive operational excellence, team performance, and continuous improvement to support a seamless virtual care experience • Hire, train, and coach customer support representatives in a healthcare-focused environment • Oversee daily support operations across phone, chat, email, and digital platforms • Manage escalations related to care access, referrals, billing questions, and service concerns
Job Requirements
- Bachelor’s degree preferred or equivalent experience
- 5–7+ years of customer support experience, including leadership
- Experience in healthcare required, telehealth or digital health highly preferred
- Strong understanding of HIPAA and healthcare compliance requirements
- Experience with CRM and support platforms (e.g., Zendesk, Salesforce, care management systems)
- Strong analytical and problem-solving skills
Benefits
- Health and medical coverage options
- Dental and vision coverage
- Disability and life coverage
- Monthly medical waiver allowance
- Flexible paid time off, including Summer Fridays
- Employer match 401k plan
- Monthly phone stipend
- First Stop Health membership benefit
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