Manager, Customer Support

Who We Are:

With the collective efforts of our epic team members, we’re trailblazing a new path in the DME industry. Synapse Health was founded in 2016 with a goal to fix the fractured DME ecosystem and completely transform the industry. Built on decades of industry and leadership experience, we’ve launched tech-based solutions that eliminate age-old DME headaches, resulting in a seamless experience for all. We are proud to offer work that matters, on a mission that matters.

Intrigued? Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn.

What We Need:

The Manager, Customer Support will report directly to the Sr. Manager, SNF & Hospice Operations. This role is responsible for leading and improving operational efficiencies and enhancing productivity and customer satisfaction for Synapse Health’s Customer Support Equip division. The Manager, Customer Support will be responsible for delivering outstanding service experiences to post-acute care partners, including hospice agencies, skilled nursing facilities (SNFs), and durable medical equipment (DME) suppliers. This role is pivotal in leading the transformation of Synapse Health’s Equip Customer Support operations by integrating onshore, global, and AI-enabled service models to ensure exceptional customer experiences for hospice, SNFs, and DME supplier clients. This position offers future growth opportunities into operational leadership roles as the department expands.

What You Will Do:

• Oversee the day-to-day operations of the customer support department, managing ongoing interactions, handling 1st level escalations, and enhancing efficiency to deliver outstanding service experience to clients.
• Responsible for managing and enhancing the workflow of the helpdesk system, ensuring timely ticket triage, routing and resolution, while identifying opportunities for system optimization and automation in collaboration with cross-functional teams.
• Address ad hoc issues impacting customer experience promptly and urgently
• Lead and develop a high-performing support team across onshore and global teams, setting clear goals, monitoring key performance metrics, and providing regular coaching, development, and performance management.
• Identify and drive process improvement initiatives by evaluating existing workflows, tracking trends, and implementing enhancements to increase efficiency and improve customer experience.
• Monitor ticket trends and recurring issues, partnering with product and leadership teams to communicate insight and contribute to product/ service improvements.
• Serve as a subject matter expert on support processes and system capabilities, providing guidance and training to internal teams and ensuring consistent knowledge sharing and documentation.
• Collaborate cross-functionally to resolve time-sensitive or high-impact customer issues, including working with data and product teams to troubleshoot unexpected technical problems and ensure seamless service delivery.
• Work closely with departments to manage escalations or cross-team inquiries that impact support operations or the client experience.
• Support additional departmental initiatives and responsibilities as assigned, contributing to broader operational goals and organizational success.
• Evaluate and deploy AI tools (e.g., chatbots, ticket classification agents) in coordination with internal tech teams to enhance resolution speed and accuracy.

What You Have:

At Synapse Health we’ve intentionally built a culture of kindness, collaboration and creativity, and we consider those qualities to be table stakes for any new team member. Additional requirements include:

• High school diploma or GED, required. Associate degree, preferred.
• 5+ years of experience in the healthcare or durable medical equipment (DME) industry in customer service or an order intake department setting or other related experience.
• Proficient in MS Office applications and ability to learn department and job-specific software systems
• Demonstrate organizational skills
• Demonstrate effective verbal and written communication skills
• Demonstrate analytical skills when problem-solving
• Demonstrate high attention to detail and a high degree of accuracy

What Sets You Apart:

• Analytical: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
• Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Quality: Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

What Sets Us Apart:

• Professional growth opportunities with compelling career paths
• Healthy work-life balance culture with paid time off (PTO)
• Medical, dental and vision insurance for full-time team members
• 401K savings plan with employer contribution match

Synapse Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Synapse Health, Inc will never request personal or sensitive information during the recruitment process. Please see our Careers Page for more information to protect yourself from scammers and to learn more about our recruitment process.