Manager, Support Services (EHR billing customer support)

Job Description:

Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts’ comprehensive portfolio, including the CareLogic®, Credible™, and InSync® platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients.  Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report as having the top ranked Behavioral Health EHR solutions.

If you want to work inside an atmosphere where innovation has purpose, and your ambition works to support our customers and those they serve, please apply today!

We are seeking candidates in Nashville or Tampa to work a hybrid schedule in either office location. Remote candidates will not be considered.

Summary of the Manager, Support Services

The Manager, Support Services, is responsible for ensuring the best possible customer experience through effective team leadership, process ownership, and cross-functional collaboration. This role oversees daily operations, manages staff and resources, and drives continuous improvement in support delivery, customer satisfaction, and operational efficiency.

Responsibilities for the Manager, Support Services

• Oversee all ticket resolution channels, including Live Chat, ensuring SLO/SLA/NPS targets are met
• Manage, develop, and align resources for optimal workflow and coverage
• Set standards and guidelines for all customer interactions
• Act as escalation point for complex or high-impact issues
• Collaborate with other departments to maximize effectiveness and customer loyalty
• Lead performance coaching, mentorship, and development for direct reports
• Manage consultation and professional services processes for timely and accurate delivery
• Evaluate and improve support processes, partner satisfaction, and adoption of best practices
• Lead or participate in hiring, onboarding, and administrative management (e.g., timesheets, scheduling)
• Analyze team metrics, identify trends, and implement improvements
• Delegate tasks and empower staff to drive results
• Ensure compliance with company policies and regulatory requirements

Key Outcomes for the Manager, Support Services

• Consistently high customer satisfaction (CSAT), SLO/SLA, and NPS performance
• Efficient case queue management and resource allocation
• Effective execution of strategic support objectives and process improvements
• High-performing, engaged, and well-developed team
• Accurate and timely reporting, documentation, and compliance

Qualifications of the Manager, Support Services

• Bachelor's degree preferred
• 6 years of experience in customer support or equivalent experience
• 2 years of management and/or supervisory experience

Knowledge, Skills, and Abilities of the Manager, Cust

• Strong leadership, coaching, and team development
• Advanced knowledge of support platforms, workflows, and best practices
• Analytical skills for trend analysis and process improvement
• Effective communication and cross-functional collaboration
• Ability to manage escalations and drive resolution
• Strategic thinking and adaptability

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.