Senior Manager of Customer Support (Remote) at Maximustribe

Maximustribe

United States (Remote)·5d ago

SeniorFull-timeAI

Salary Range

$93,925 - $127,075 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are seeking a Senior Manager of Customer Support to lead and scale our CS team into the next phase of growth at Maximus, a mission-driven telehealth company focused on optimizing health, wellness, and hormones. This leader will be responsible for patient experience, team performance, and operational efficiency, partnering cross-functionally to improve workflows and deliver best-in-class patient service.

Key Responsibilities

→Lead and develop a 25+ person CS team, building a strong leadership bench.
→Own SLAs, KPIs (CSAT, NPS, resolution time), and workforce management.
→Implement automation, macros, and tools to improve efficiency and scalability.
→Serve as the voice of both the patient and CS reps cross-functionally.
→Ensure a seamless, empathetic, and efficient experience across all patient touchpoints.
→Define and execute the vision for scaling CS and leveraging AI as patient volume grows.

Requirements

✓8+ years in Customer Support with 3–5+ years leading teams at scale.
✓Experience leading Customer Support in a DTC and Telehealth company.
✓Proven track record scaling CS orgs of 20+ reps in a high-growth company.
✓Strong operational and systems orientation: workforce management, QA, automation.
✓Data-driven and analytical; comfortable using metrics to manage performance.
✓Experience with Intercom, Zendesk, or similar CS platforms required.