RevSpring · 15 hours ago
Support Manager
Township of Hamilton, NJ
Full-time
Onsite
Senior Level
5+ years expRevSpring Inc is a company focused on providing a healthcare SaaS platform for appointment reminders and patient engagement. They are seeking a Support Manager to lead and scale a high-performing customer support team, ensuring high-quality support and operational efficiency in a regulated environment.
AnalyticsCollectiblesHealth Care
Responsibilities
Lead, coach, and develop a team of Client Services Reps supporting healthcare provider clients
Maintain performance metrics, conduct regular coaching sessions, and manage career development and succession planning
Foster a culture of accountability, empathy, and customer-first problem solving
Oversee day-to-day support operations, including ticket queues, SLAs, escalations, and after-hours coverage
Ensure consistent, high-quality support across channels (phone, email, chat, and ticketing system)
Act as an escalation point for complex or high-impact client issues
Ensure support processes align with HIPAA and healthcare data privacy requirements
Partner with Compliance and Security teams to ensure safe handling of PHI
Train team members on healthcare workflows, appointment reminder use cases, and regulatory considerations
Develop deep knowledge of the appointment reminder platform, integrations (EHR/EMR, PM systems), and messaging channels (SMS, voice, email)
Collaborate with Product, Engineering, and Implementation teams to resolve issues and influence roadmap priorities
Identify recurring issues and drive root-cause analysis to reduce ticket volume
Track and report on KPIs including first response time, resolution time, SLA compliance, and ticket trends
Use data to optimize staffing models, workflows, and support processes
Lead initiatives to improve self-service, knowledge base content, and internal documentation
Partner with Customer Success and Account Management to support renewals, expansions, and high-value client relationships
Participate in client calls as needed to resolve escalations and maintain trust
Advocate for the customer internally while balancing operational and business priorities
Qualification
Required
5+ years of experience in SaaS customer support, including 2+ years in a people management role
Experience supporting healthcare technology, patient engagement, or regulated SaaS platforms
Strong understanding of support operations, ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow), and SLA management
Proven ability to lead teams in fast-paced, client-facing environments
Excellent communication, coaching, and conflict-resolution skills
Preferred
Experience with appointment reminders, patient messaging, or healthcare communications platforms
Working knowledge of HIPAA compliance and healthcare workflows
Experience supporting integrations with EHR/EMR or Practice Management systems
Background in scaling support teams for growing SaaS organizations
Company
RevSpring
RevSpring is a provider of revenue cycle technology services offering data analytics, multi-channel customer communications.
501-1000 employees
H1B Sponsorship
RevSpring has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (14)
2024 (7)
2023 (11)
2022 (17)
2021 (7)
2020 (9)
Funding
Current Stage
Late StageTotal Funding
unknown2024-03-12Acquired
Leadership Team
Scott MacKenzie
CEO
Bill Needham
Chief Technology Officer
Recent News
Mobihealthnews
2025-10-24
2025-10-15
Company data provided by crunchbase