Manager, Inbound Customer Support

Manager, Inbound Customer Support

Snap Diagnostics is looking for an experienced leader to head our Inbound Customer Support team. As our organization grows, we are dedicating a focused leadership role to this department to ensure our inbound operations are as efficient and impactful as possible.

We are seeking a call center management professional who can bring a high level of expertise to our team—someone who understands the nuances of call center dynamics and can help us refine our processes as we scale. If you are a seasoned manager who enjoys mentoring teams and building world-class support operations, we want to hear from you.

We are looking for a professional who can bring a fresh perspective and new ideas to our operations while fostering a culture that reflects our mission.

What you will do at Snap:

• Manage the daily work of our Inbound Support Team, providing high-level guidance on customer issues and finding thoughtful ways to motivate the team and celebrate success.
• Monitor phone communications and documentation to identify areas of strength and opportunities for process improvement. 
• Act as a resource for more complex customer requests or complaints, ensuring every patient and provider receives thoughtful solutions.
• Prepare and analyze weekly reports for the Sales organization, tracking registration success and shipment metrics to help us maintain a high standard of care.
• Develop ongoing training initiatives that empower the team and foster a culture of professional growth and confidence.

What you bring to Snap:

• Direct experience managing a call center or high-volume inbound team is required. You should be comfortable with phone systems, volume management, and performance metrics.
• We are looking for a leader who can share best practices and help us grow our operational maturity.
• Strong interpersonal skills with the ability to handle sensitive customer needs with empathy and professionalism.
• A detail-oriented approach to data, documentation, and creative problem-solving.
• A commitment to using sound judgment and maintaining high standards of integrity at all times.
• Proficiency in modern communication technologies and software to effectively lead and engage a remote team.
• A minimum of 3-5 years’ experience in managing a high volume call center.

Benefits:

This is a full-time position that includes full health, dental, and vision insurance benefits, paid time off (PTO).