Manager Customer Support (Healthcare Technology)

Location: United Kingdom; occasional travel to other hirify.global offices.

Company

hirify.global is a healthcare business and data automation company providing cloud-based supply chain technology, solutions, analytics, and services to healthcare providers, manufacturers, and distributors.

What you will do

• Manage and lead the local Customer Support team, including customer issue investigation, analysis, resolution, coaching, training, and mentoring.
• Monitor operational performance, customer satisfaction, profitability, work progress, risks, scorecards, and project status.
• Plan team capacity and workforce levels, identify bottlenecks, and improve support workflows and operational efficiency.
• Coordinate with Customer Operations, Sales, Support, Product Management, customers, and other stakeholders on risks, escalations, and solutions.
• Establish KPIs and strategic initiatives such as C-SAT, OLA, processing timeliness, Knowledge Centered Support, and major incident management.
• Optimize Tier 1 customer support through status calls, ad-hoc support, process improvements, and post-implementation training.

Requirements

• Bachelor’s degree in business or an equivalent combination of education and work experience.
• 5–7 years of Customer Support experience in the technology sector, including general support processes.
• 3–5 years of experience with CRM tools, preferably Salesforce.
• Experience in a functional lead role involving teams or projects.
• Understanding of client/server network structures, database structures, file formats, and complex enterprise application environments.
• Excellent written and oral communication skills in English and German are required. Strong organization, prioritization, interpersonal, people-management, and problem-solving skills are also required.

Culture & Benefits

• Work within a healthcare-focused technology organization serving customers in North America and Europe.
• Collaborate across Customer Operations, Sales, Support, Product Management, and customer organizations.
• Operate according to hirify.global values: Collaborate, Innovate, Inspire, and Grow.
• Occasional travel to other hirify.global offices.