At Andgo, we value strong stakeholder and customer relationships and are looking for an experienced Support Manager to join our team. The ideal candidate will have a strong technical background, experience with enterprise software implementations, extensive knowledge of development processes, and experience working in a scaled support environment along with excellent communication skills.
Andgo is a venture-backed growth company working to redefine the landscape of healthcare staffing. Our mission is clear: to automate and streamline staffing workflows for hospitals, seamlessly filling urgent vacancies caused by unforeseen absences among healthcare workers. With a well-established presence throughout Canada, our focus is now on further expanding our customer base in the US Market. This is where you come in.
What you bring to the team
- Strong people leader; you excel at communication and delegation, and thrive off of continuous learning and growth for you and your team.
- Collaborator; you thrive in a collaborative environment and enjoy working with others to solve complex problems.
- Connector; you bridge the gap between stakeholders and can easily shift your communication depending on who you’re talking to.
- Empathetic; you’re always thinking of how customers are impacted and energized by understanding their needs.
- Investigative; you understand that you can’t manage what you can’t measure.
- Experimental by nature; you’re always looking for ways to optimize processes and drive change.
What you’ll be doing
Technical Implementation
- Lead a team of support specialists focused on timely and accurate configurations to support customer implementations.
- Align team resources with current needs and support capacity planning for forecasting.
- Support team in technical assessments and solutions for onboarding customers.
- Monitor progress and work with team to support unique customer needs promptly.
- Lead weekly team meetings, including brainstorming and solution review sessions.
- Build systems and routines for quality controls and continuous improvement throughout the process.
- Structure customer-specific knowledge in an accessible knowledge base to ensure successful continued support through the customer's lifecycle.
- Drive technical standards and implement QA procedures to ensure internal standards are met.
- Cross-collaborate with customer-facing and operational teams to ensure a cohesive onboarding customer experience.
- Elevate awareness among the Product Team and Senior Leadership about the dynamic landscape of challenges and opportunities impacting both Andgo and its customers.
Support
- Manage and oversee the support team to ensure timely and effective resolution of customer issues.
- Ability to lead and demonstrate A+ service to enterprise healthcare customers.
- Build and manage team schedules and resources to ensure response times align with contractual commitments.
- Identify, investigate, and analyze various customer problems, providing detailed reports to the development team.
- Collaborate with the development team to discuss resolution ideas and strategies.
- Develop and implement support processes and procedures to improve customer satisfaction.
- Monitor and track support metrics, such as response times, resolution rates, and customer feedback.
- Build and deliver internal quality metrics on weekly and monthly basis.
- Provide regular reports on support performance and customer issues to senior management.
- Stay up-to-date with industry trends and best practices in customer support.
- Mentor and train support team members to enhance their technical knowledge and customer service skills.
The ideal candidate
- 4+ years of experience in a technical support role, preferably in a SaaS environment.
- 2+ Years experience in a People Leadership position.
- 1+ years experience supporting technology in a healthcare environment.
- Strong understanding of software development processes and methodologies.
- Excellent problem-solving and analytical skills.
- Ability to translate complex technical concepts into easy-to-understand language for customers.
- Experience with ticketing systems, such as Zendesk.
- Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
Work with us!
- Remote-friendly (Canada & US)
- Health & dental benefits
- Professional development budget
- 4 weeks of vacation
- Flexible Hours
- 10% Time: work-related side projects of your choosing
- Great team members
- Opportunity to make an impact in Health Care
**If you feel like you might not possess all the qualities we are looking for, we still want to hear from you! We believe in growing talent and building a diverse team that values growth and personal development.**
About Us
Simplifying complex interactions, Andgo facilitates communication for unplanned, immediate need vacancies and planned absences, ensuring the right person is in the right shift at the right time.
As a team we work best when we work closely together, and when ideas can be exchanged openly and honestly. We want our team to understand the “why” of the work they’re doing, and how it fits into the overall picture of Andgo as a product and business.
Andgo Culture
The culture at Andgo Systems is by D.E.S.I.G.N.
- Does the right thing. We are intentional in determining the right course of action. We do what’s right, not what’s easy, even when no one is looking.
- Exhibits a growth mindset. Andgo is a growth company. We invest in ourselves and seek knowledge to achieve this growth.
- What got us here is not going to get us there.
- Shows authentic self. We bring our whole selves to work. We have fun, support each other, and contribute positively to our shared culture. We are curious, not judgemental.
- Innovate & iterate. We thoughtfully experiment and push the boundary, knowing that even when we ‘fail’ it moves us forward.
- Good people help first. We add value to every interaction. We have a service-first mentality, whether it’s helping a co-worker or a customer. We listen empathetically.
- No ego. We give and receive feedback openly and honestly. We understand feedback is an important process of improvement and we are willing to change our views when presented with new information.
These shared core values are how we hire, review, reward, and recognize our team, so it’s important that you share these values in order to be a part of the Andgo team.