Customer Support Manager: Quality Operations

The purpose of this role is to provide the strategic direction and management of Aline customer support quality operations. This role contributes to the success of Aline by (1) ensuring that ALINE software users are provided with accurately and timely support and solutions, (2) To delight our customers with excellent service and communication while reinforcing the company's commitment to an empathy-based customer experience; and, (3) To manage the HR responsibilities and job functions of the assigned section of the Customer Support Team.    Essential Job Functions  Quality Operations Deploy and analyze customer support surveys and qualitative metrics Analyze recorded calls and provide coaching and feedback to make sure support representatives are effectively and empathetically resolving customer issues  Evaluate and audit support representative ticket responses and provide coaching and feedback to ensure expected communication techniques are utilized Coordinate with other customer support leads to: Submit and prioritize ideas for new/improved Chameleon Events and Knowledge Base Articles. Lead skill-building sessions and ongoing training for new and existing Customer Support Specialists. Organize and lead skill education series and in-service trainings for team members  Strategy and Team Leadership  Lead and scale a team of Customer Support Specialists to ensure successful value creation of Aline software solutions. Execute the overall customer support strategy, ensuring alignment with company goals and client needs, as directed by Customer Experience Leadership Follow best practices, methodologies, and frameworks for the customer support process that delivers an exceptional experience, as directed by Customer Experience Leadership. Collaborate with CX, Product, and Engineering leadership to identify opportunities for process improvement, efficiency gains, and risk mitigation, as directed by Customer Experience Leadership. Provide Freshdesk governance to ensure platform usage aligns with operational best practices and processes.     Team Management  Schedule and execute Customer Support standup meetings  Participate, monitor and support assigned Customer Support OKRs Provide coaching and feedback to help team members improve their skills and performance. Partner with HR as needed for formal performance discussions. Ensure clear role expectations and accountability within the team, aligning with CX leadership on team priorities. Delegate team responsibilities for Team Leads and SMEs Provide coaching to team members to help them improve their product knowledge library, engagement and presenting skills, and problem-solving abilities Organize, improve and train on the use of canned responses in Freshdesk    Customer Support   Identifies/classifies, understands, documents, and triages customer support inquiries. Provides support, education, and coordination for end users. Uses the following communication standards and techniques to engage with customers: Connect: Be lively, be engaging, be human. Something as simple as a friendly introduction can dramatically soften the tone and emotion of their response. Help them feel we practice the “empathy” that we preach in prospect-centered sales.  Untangle: Seek to clarify and understand the details of their issue rather than offering quick, generic solutions. Help them feel they are “being heard”.  Resolve: Provide timely, specific solutions. Seek to resolve the core issue at hand, rather than symptoms of the issue, which will likely continue to occur. Help them feel they are valued as a customer.   Responds and/or provides resolutions to support issues within the SLA rules. Meets or exceeds performance metrics such as ticket/call handling time, adherence, and quality. Maintains responsibility for customer support tickets until they are resolved. Escalates support issues to technical experts and development teams as needed. Enters and updates support activities and tickets in ALINE support portals and communication platforms. Monitors customer device and hardware connectivity and engages with end users for assistance and resolution as necessary. Participate in customer experience/onboarding projects by formatting/preparing/entering data, creating reports, and completing configuration and software/hardware installations.     Provides phone and email support on weekends and after hours as needed/as scheduled. Meets or exceed performance metrics such as call handling time, adherence, call quality. Maintains a positive and professional demeanor in all customer interactions, representing the company's values and culture effectively.       Skills and Eligibility Requirements  Associate or bachelor’s degree preferred, or equivalent work experience in a relevant field. Experience in training, coaching, or adult learning methodologies is strongly preferred. Background in senior housing, healthcare, SaaS support, or a related industry is a plus. Exceptional verbal and written communication skills, with the ability to engage effectively and use positive, solution-oriented language in all interactions. Strong attention to detail, including the ability to format, proofread, and edit written communication for clarity and professionalism. Empathy-driven customer engagement, demonstrating patience, active listening, and the ability to adapt communication based on customer needs. Ability to maintain professionalism, discretion, and confidentiality while managing sensitive information and customer concerns. Resilient problem-solving skills, with a goal-oriented mindset and the ability to navigate unexpected challenges. Self-motivated and adaptable, with a willingness to learn and continuously improve in a dynamic environment. Strong time management and organizational abilities, with the capability to prioritize tasks effectively. Proficiency in Microsoft Office Suite (Outlook, PowerPoint, Word, and Excel); experience with customer support platforms (e.g., Freshdesk, Zendesk, or similar) is a plus.