Supervisor, Product Support

Tebra Inc.

Job Overview

Location

Essen, Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Supervisor, Product Support at Tebra Inc., you will be at the forefront of ensuring our customers receive exceptional service, acting as a vital link between our innovative SaaS products and the users who rely on them.
• This pivotal role involves leading, coaching, and developing a dedicated team of Customer Support agents, empowering them to deliver timely, accurate, and empathetic support across all customer interaction channels, including phone, chat, and email.
• You will be instrumental in fostering a high-performance team culture, characterized by consistent communication, high engagement, and outstanding performance, by conducting regular one-on-one meetings, providing constructive feedback, and recognizing achievements.
• A key responsibility will be to mentor agents in navigating complex SaaS product troubleshooting, guiding them through root cause analysis and effective case resolution, while continuously reinforcing their product knowledge and technical acumen.
• You will ensure that all customer inquiries are resolved with the utmost efficiency and accuracy, maintaining strict adherence to Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), and quality standards.
• Daily monitoring of operations and team performance will be crucial to drive the achievement of key Support Key Performance Indicators (KPIs) and contribute to broader organizational objectives.
• Conducting regular quality audits, delivering actionable feedback, and implementing targeted coaching plans will be essential to uphold high standards of service delivery and technical expertise within your team.
• You will collaborate closely with internal teams such as Training, Workforce Management, and Peer Support to guarantee that your staff are equipped with the necessary knowledge, tools, and capacity to excel in their roles.
• Cross-functional collaboration with internal departments, including Engineering and Product teams, will be vital for resolving complex customer issues and driving continuous improvements in the overall customer experience.
• You will actively contribute to workforce planning, hiring, onboarding, and performance management processes, with a focus on promoting internal mobility and fostering professional growth opportunities for team members.
• Championing a high-performance, inclusive team culture that embodies Tebra’s core values and actively supports employee engagement and retention will be a cornerstone of your leadership.
• Maintaining a deep and current understanding of product functionality, system workflows, and diverse customer use cases will enable you to effectively guide your team and provide direct support when necessary.
• Analyzing performance trends and data will allow you to proactively adjust workflows, refine coaching strategies, and identify opportunities for automation or significant process enhancements.
• You will play a role in developing emerging leaders within the team by providing challenging stretch assignments, delegating responsibilities, and offering structured mentorship.
• Serving as a culture ambassador, you will reinforce operational excellence, accountability, and collaboration in every customer and internal interaction, setting a positive example for your team.
• Ensuring your team's strict adherence to regulatory requirements, such as HIPAA, and internal compliance standards when handling sensitive customer data is paramount, with a clear protocol for escalating any identified risks or breaches.
• This role requires a proactive approach to problem-solving, a commitment to continuous improvement, and a passion for building and leading successful support teams in a dynamic SaaS environment.
• You will be responsible for managing escalations, ensuring that complex or sensitive customer issues are handled with professionalism and efficiency, leading to satisfactory resolutions.
• Contributing to the development and refinement of support documentation, knowledge base articles, and training materials to enhance self-service options and agent efficiency.
• You will be a key player in identifying customer pain points and translating them into actionable feedback for Product and Engineering teams, thereby influencing product development and roadmap decisions.
• Fostering a collaborative environment where team members feel empowered to share insights, support each other, and contribute to a collective goal of outstanding customer service.
• Ensuring that the team operates with a strong sense of urgency and ownership, particularly when addressing critical customer issues or system outages.
• You will be expected to stay abreast of industry best practices in customer support and leadership, bringing innovative ideas and strategies to Tebra.
• Driving a customer-centric mindset throughout the team, ensuring that every interaction is an opportunity to build loyalty and reinforce Tebra's commitment to practice well-being.
• This role offers a unique opportunity to make a significant impact on customer satisfaction and retention, directly contributing to Tebra's mission of unlocking better healthcare through technology.
• You will be a key contributor to the operational success of the Product Support department, ensuring seamless delivery of support services that align with Tebra's strategic goals.
• Your leadership will directly influence the growth and development of support agents, creating a pipeline of talent within the organization.
• You will be empowered to make data-driven decisions to optimize team performance and resource allocation.
• The role demands a balance of strong people management skills and a solid understanding of technical support operations within the SaaS landscape.
• You will be a champion for Tebra's values, ensuring they are reflected in the daily operations and interactions of your team.
• Ultimately, you will be responsible for the overall health and effectiveness of your product support team, ensuring they are motivated, skilled, and equipped to provide world-class support.

🎯 Requirements

• 3+ years of experience in customer support or contact center operations, with experience in a leadership or supervisory role being a significant advantage.
• Proven ability to coach and develop high-performing teams in a fast-paced, metric-driven environment.
• Strong knowledge of support operations, case/ticketing systems (e.g., Salesforce), and communication tools (e.g., Slack).
• Excellent communication skills (written and verbal) in English; bilingual English/Spanish is a strong plus.
• Working understanding of HIPAA and other relevant healthcare compliance standards.

🏖️ Benefits

• Comprehensive healthcare benefits.
• Wellness and childcare subsidy (Costa Rica).
• University/Education discount (Costa Rica).
• Access to Gympass for health and fitness apps.
• Access to Telus Employee Assistance Program for mental health resources.

Skills & Technologies

Hybrid

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Tebra Inc.

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About Tebra Inc.

Tebra provides cloud-based practice-management, electronic health-record and patient-engagement software designed for independent medical practices in the United States. The Kareo and PatientPop platforms, now united under the Tebra brand, integrate clinical documentation, billing, scheduling, telehealth, marketing and reputation management in one subscription service. By automating administrative workflows and offering data-driven growth tools, Tebra helps solo and small-group physicians reduce paperwork, accelerate reimbursement and attract new patients while maintaining compliance with HIPAA and other healthcare regulations.

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