Customer Care Manager (Healthcare)

TL;DR

Customer Care Manager (Healthcare): Leading and scaling a hospitality-led support organization across various channels, ensuring SLA, QA, and CSAT/NPS targets are consistently met or exceeded with an accent on people leadership, workforce planning, and cross-functional alignment. Focus on building a high-trust team culture, driving continuous improvement, and managing escalations to protect trust and speed.

Location: Hybrid in New York, must be based in the US

Salary: $170,000 - $185,000 a year

Company

hirify.global Health is a Swedish healthcare technology company co-founded in 2018 by Hjalmar Nilsonne and Daniel Ek, aiming to shift healthcare from reactive treatment toward preventative health and early detection.

What you will do

• Hire, onboard, and develop Team Leads and Agents, setting clear expectations and growth paths.
• Translate strategy into playbooks, SOPs, and policies that are simple, consistent, and scalable.
• Manage targets for SLA, response/resolution time, QA, CSAT/NPS, FCR, backlog health, and social responsiveness.
• Own capacity planning, forecasting, and rota design across channels, locations, and clinic hours.
• Partner with Head of Support & Hospitality and Product/Tech to prioritize automation and tooling that improves quality, speed, and consistency.
• Act as primary Support counterpart to Clinics, Operations, Product, and Marketing; align on launches, policy changes, and comms.

Requirements

• 3–5+ years in customer/member support within high‑touch environments; 2+ years managing Team Leads and/or multiple squads.
• Proven track record improving multi‑channel operations (email, phone, SMS, social) with measurable gains in SLA, QA, CSAT/NPS, and FCR.
• Inspiring people leader who builds leaders, not just manages; expert in coaching and feedback.
• Deep familiarity with Zendesk (or similar), queue management, tagging, macros, views, and reporting.
• Member‑first mindset with a hospitality‑led approach; balances speed with care and policy with empathy.
• Calm, organised, and effective under pressure; communicates clearly and decisively.

Culture & Benefits

• Dynamic work environment with a high degree of autonomy that fosters growth and development.
• Passionate about building a better healthcare system for everyone.
• Thrive in a fast-paced environment.