Manager, Customer Support Operations

Fresno Summit Advisors is a rapidly growing healthcare technology company transforming how healthcare organizations and consumers navigate complex financial and administrative experiences. They are seeking an experienced Manager of Customer Support Operations to lead a high-performing customer-facing support team responsible for delivering exceptional service across multiple stakeholder groups.

Responsibilities:

• Manage the day-to-day performance of a customer operations team supporting a high-volume healthcare services environment
• Ensure service levels, quality standards, productivity metrics, and customer satisfaction goals are consistently achieved
• Monitor operational performance and proactively address capacity, workflow, and service challenges
• Hire, mentor, and develop supervisors and frontline team members and you will have direct leadership responsibilities overseeing the BPO that supports the internal team
• Conduct regular coaching sessions, performance reviews, and career development conversations
• Foster a culture of accountability, collaboration, continuous improvement, and customer-first thinking
• Identify process inefficiencies and implement scalable improvements that increase quality, efficiency, and customer satisfaction
• Leverage operational data to identify trends, recommend improvements, and support business decisions
• Partner with leadership on workforce planning, staffing models, and operational readiness as the organization grows
• Collaborate with Product, Technology, Compliance, Operations, and Client Success teams to resolve recurring customer issues and improve the overall experience
• Act as an escalation point for complex operational issues and help drive root-cause analysis and long-term solutions
• Champion initiatives that improve internal workflows, technology adoption, and operational effectiveness
• Help implement new tools, workflows, and customer support capabilities
• Lead change management initiatives while maintaining high levels of employee engagement
• Contribute to building a scalable operational infrastructure capable of supporting continued national growth

Requirements:

• 7+ years of experience in customer operations, customer service, healthcare operations, revenue cycle, or contact center leadership
• 3+ years leading a BPO team, specifically supervisors, or high-performing customer-facing teams at the BPO
• 5+ years experience in healthcare, insurance, benefits administration, or revenue cycle environments
• Experience with CRM and customer support ticketing platforms such as Salesforce, Zendesk, Five9, Talkdesk, Genesys, or similar technologies
• Startup or high-growth company experience is highly desirable