- We are looking to hire a Manager, Customer Success to lead our frontline support team and ensure consistent, high-quality service delivery across all customer channels.
- You will oversee day-to-day operations of the call centre, drive performance, manage quality, and improve internal processes to deliver an excellent support experience.
- This role involves close collaboration with cross-functional teams to align service operations with company goals and ensure the team consistently meets its SLAs.
Responsibilities
As a Manager of Customer Success, you will:
- Manage daily call centre operations and ensure frontline teams are equipped to meet service delivery goals
- Oversee staffing, scheduling, and shift planning to maintain adequate coverage across all support channels
- Track, analyze, and report on key performance metrics such as SLA, CSAT, FCR, and contact ratio
- Use data insights to identify trends, root causes, and areas of improvement in support delivery
- Implement processes and tools to improve agent productivity and streamline operations
- Conduct regular quality assurance reviews and drive continuous coaching for agents and supervisors
- Ensure compliance with standard operating procedures and escalation protocols
- Collaborate with Product, Claims, Provider and other teams to resolve service bottlenecks and customer pain points
- Support the onboarding, training, and performance development of new hires and existing team members
- Maintain a high standard of communication within the team, ensuring updates and feedback loops are consistent
- Lead or support cross-functional projects aimed at improving customer service
Requirements
- 7+ years of experience in customer support or operations, with at least 3 years in a managerial role
- Proven track record of leading high-performing customer support or call centre teams
- Strong understanding of support operations, including SLAs, CSAT, FCR, and contact management across multiple channels
- Experience with support tools and systems such as Zoho or similar platforms
- Excellent communication, leadership, and problem-solving skills
- Ability to work cross-functionally and drive process improvements
- Data-driven mindset with experience using metrics and reporting to inform decisions
- Comfortable working in a fast-paced and dynamic environment.
Benefits
At Reliance Health, we prioritize our people and their well-being. Our benefits package is designed to support your success, growth, and happiness. Here's what you'll enjoy:
- Remote-First Environment Work from anywhere while staying connected to a vibrant, collaborative team
- Competitive Salary and Benefits We offer a salary that's benchmarked against the best in the industry, ensuring your expertise and impact are fully rewarded
- Premium Health Insurance Comprehensive health coverage for you and your family, because your well-being comes first
- Unlimited Leave Take the time you need when you need it—no limits, no questions
- Meaningful Impact Play a key role in transforming customer experiences and shaping healthcare innovation
- Collaborative Work Culture Join a supportive, inclusive, and team-focused environment that celebrates diversity.
- Growth Opportunities Access tools, mentorship, and resources to elevate your skills and career
- Learning & Development Allowance We provide an allowance to support your ongoing professional growth and skill enhancement.