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22 Jan 2022

Full-Time Customer Support Automation Manager

Eko Health – Posted by yesmin.toliver@ekohealth.com –  Remote, Oregon, United States

Job Description

At Eko, we’re dedicated to providing healthcare professionals with industry leading digital tools to hear and understand their patients’ hearts and lungs. With our platform, clinicians can detect cardiopulmonary disease with higher accuracy, diagnose with more confidence, manage treatment effectively, and ultimately give their patients the best care possible.
With over $125M in funding from partners like 3M and the Mayo Clinic, Eko has become one of the fastest growing digital health companies, doubling our customer base in the last year to over 135,000 clinicians across 4,000 U.S. hospitals. We’ve built a tremendously talented, diverse, and mission driven team and are proud to be certified as a Great Place to Work®. Together we are committed to investing in each other and our mission to ensure all patients have access to high quality care.
As the Support Automation Manager, you will hire a team within the Customer Experience department to lead support automation and content. You will create and implement a strategy to reduce incoming ticket volume by creating self service opportunities and resources for Eko’s customers. You will report to the Sr. Director of Customer Experience and work closely with other team leads to ensure alignment and continuous improvement across the Customer Experience department. You will also partner with Product and Marketing to shape new customer experiences through enhanced onboarding.

As the Support Automation Manager, You Will:

    • Define and execute the team strategy to reduce incoming ticket volume through self service opportunities and resources
    • Hire a team of specialists to execute on this strategy
    • Optimize support resource navigation to increase ticket deflection from the Help Center
    • Invest in customer onboarding to ensure a seamless customer experience and product success
    • Collaborate closely and effectively with cross-functional partners across different parts of the organization, particularly Product and Marketing, to improve the customer onboarding experience

As the Support Automation Manager, You Have:

    • 4+ year of experience on a customer-facing team, either in a customer support or support operations position, at an ecommerce or SaaS company
    • 2+ years of people management experience
    • Experience with customer support tools such as Zendesk (including how to optimize the Help Center though Zendesk Guide)
    • Experience driving ticket deflection through self service initiatives
    • Experience hiring, scaling, and managing teams and functions in an inclusive, hypergrowth environment
    • An analytical mindset
    • A deep understanding of how to create stellar customer experiences through self-service opportunities
    • Experience operationalizing and automating support functions with tools and improved customer navigation

As the Support Automation Manager, We Would Appreciate If You Have:

    • Experience working in a healthcare SaaS company

Benefits and Perks We Offer:

    • Eko was recognized by “Great Place to Work” in 2020 and 2021
    • Paid-time off
    • Medical/Dental/Vision, Disability + Life Insurance
    • Volunteer time off
    • One Medical membership
    • Parental Leave
    • 401k Matching
    • Work from home equipment stipend
    • Flexible schedules
    • Wellness programs (Wellness Wednesdays, Time off)
    • Wellness perks (Headspace, Ginger, Aaptiv, Physera)
    • Learning and Development stipend
Eko is elevating the way clinicians detect and monitor cardiac and respiratory disease by bringing together advanced sensors, patient and provider software, and AI-powered analysis. Its FDA cleared platform is used by tens of thousands of clinicians treating millions of patients around the world, in-person, and through telehealth. The company is headquartered in Oakland, California and privately-held, with investments from ARTIS Ventures, NTT Venture Capital, DigiTx Ventures, Mayo Clinic, Sutter Health and others.
Eko is proud to be an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. We celebrate diversity and are committed to building a diverse and inclusive team.
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Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 100,000 and above.

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