CUSTOMER SUCCESS TEAM

Customer Support Manager

Share Position:

About HCP

Our purpose is to empower every person to receive the highest quality of care at home and every home care provider to deliver it. With that purpose, we believe in a world where the standard of in-home care will give every patient, family member, and care provider peace of mind. We can do this by following our mission. To guide home care agencies in providing excellent care by giving them the insights, training, and tools to meaningfully improve every patient and care professional experience.

We offer unique solutions to one of the fastest-growing industries in the United States in-home care and were already a nationally recognized thought leader in the space. Those who join our team now will have opportunities to grow with the company as we enhance our product offerings.

Why Is This Role So Special?

This role is focused on optimizing customer experiences and elevating customer relationships as well as developing strong relationships with team members. This role involves working in a high-volume, fast-paced environment. The Customer Success Manager will help to maintain high levels of satisfaction and engagement from your team as well as from our customers, to ensure they experience long-term success with HCP.

Perks We Offer:

  • Unlimited paid time off, with minimum number of days required to take off, along with mental health days

  • Gym membership reimbursement

  • Dental, vision, and major medical insurance

  • Work events- both virtual and in-person

  • Fun culture and an awesome team supported by recognition tools like Bonusly

What You’ll Do:

  • Manage and work collaboratively with a team of Customer Support Associates supporting our customer base and that interactions are aligned to provide the best customer experience to all customers

  • Maintain a monthly Customer Experience Score above the company designated standard and ensure timely follow-up with customers

  • Ensure that there is proper documentation completed related to customer engagement activities, consistently follow all documented processes and procedures outlined

  • Provide expert customer insight to product teams on enhancement opportunities for user experience, product features, and customer engagement processes

  • Consistently follow through to continue to build rapport and trust with customers and team members by maintaining a polite, helpful, and professional manner at all times

  • Display a strong commitment to the success of HCP customers, going above and beyond to deliver top-notch service at every touchpoint

  • Become a subject matter expert in understanding all company products

  • Liaise with colleagues or managers to find the best solutions to customers issues

  • Reporting of weekly and monthly KPI’s and other metrics as need to provide accountability and direction for your team and customer experience.

Skills Needed:

  • Strong technical aptitude and computer literacy

  • Strong analytical and problem-solving skills

  • Excellent time management skills, including the ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines

  • Work independently and as a member of a team

  • Excellent organizational skills and attention to detail

  • Excellent interpersonal and customer service skills

  • Open minded, resilient, and flexible

Experience and Qualifications:

  • Bachelors Degree preferred

  • 3+ years of professional experience in customer service or account management (managing people preferred)

  • Basic understanding of information technology processes

  • High energy, self-motivated, driven, and a positive attitude are a must

  • Confident, with strong interpersonal skills and a true team player

  • Eagerness to own customer outreach and become a customer advocate

APPLY NOW

Position Details

Location(s): Rexburg, ID
Reporting to: Director of Customer Success
Status: Full-Time
Compensation: Based on Experience

Our Core Values

At Home Care Pulse we hire, fire, review, recognize, and reward based upon these values. Please do not apply if you cannot live by these core values:

  • Results Driven

  • Problem Solver

  • Service-Minded

  • Continuous Learner

  • Passionate

Our Hiring Process

01
Review
Applicants are vetted to determine right-fit candidates.
02
Initial Call
Chat over the phone with hiring manager to get to know you better.
03
Team Interview

Share your experience and participate in a quick skills assessment

04

Final Meeting –Offer Extended
Concluding meeting with leadership including a personalized offer.

05

Career Launch
Start your career with HCP.

Why Work for Home Care Pulse?

Flexible Schedules

A career with us allows you to improve your skills, while also having the flexibility to make time for family, school, and other priorities.

Unlimited PTO + Paid Holidays

We encourage a healthy work-life balance and we back it with an unlimited PTO policy with minimums.

Competitive Pay

We benchmark our pay rates against other comparable software companies throughout the United States to make sure we’re competitive.

Opportunities for Advancement

We’re growing fast, we promote from within, and we invest in people. Come grow with us.

Always Closed on Sundays

We will never ask you to come into work on a Sunday. That’s a promise.

Work Remote

Results matter more than when or where you work. We have team members coast to coast and we’re not looking back.

Casual Dress Code

Don’t worry about getting dressed up for work. Appropriate casual dress is just fine.

Make a Difference

Make a difference in the life of people like your grandma. Who knows, maybe we’ve even interviewed your actual grandma.

401K Plans

Accelerate your retirement savings with excellent Roth and traditional 401K plans.

100% Paid Dental Insurance

Need dental work or a cleaning? It’s covered.

100% Paid Vision Insurance

We make sure your eye health is taken care of.

Gym Membership Reimbursement

Your physical and mental health are important to us.

Team Activities

Ping pong, escape rooms, and other team activities. We know how to work hard and play hard.

Disability Insurance

We want to make sure you’re covered in case of a life-changing event or event that renders you unable to work.

Other Bonuses

Like going above and beyond? We have frequent opportunities to earn a little extra.

Start your career with
Home Care Pulse

We have offices in Rexburg, Idaho and Durham, North Carolina
with remote workers across the country. We are looking for
talented individuals to join our growing team.

View All Open Positions