Manager, Inbound Customer Support

Manager, Inbound Customer Support Snap Diagnostics is looking for an experienced leader to head our Inbound Customer Support team. As our organization grows, we are dedicating a focused leadership role to this department to ensure our inbound operations are as efficient and impactful as possible. We are seeking a call center management professional who can bring a high level of expertise to our team—someone who understands the nuances of call center dynamics and can help us refine our processes as we scale. If you are a seasoned manager who enjoys mentoring teams and building world-class support operations, we want to hear from you. We are looking for a professional who can bring a fresh perspective and new ideas to our operations while fostering a culture that reflects our mission. What you will do at Snap: Manage the daily work of our Inbound Support Team, providing high-level guidance on customer issues and finding thoughtful ways to motivate the team and celebrate success. Monitor phone communications and documentation to identify areas of strength and opportunities for process improvement. Act as a resource for more complex customer requests or complaints, ensuring every patient and provider receives thoughtful solutions. Prepare and analyze weekly reports for the Sales organization, tracking registration success and shipment metrics to help us maintain a high standard of care. Develop ongoing training initiatives that empower the team and foster a culture of professional growth and confidence. What you bring to Snap: Direct experience managing a call center or high-volume inbound team is required. You should be comfortable with phone systems, volume management, and performance metrics. We are looking for a leader who can share best practices and help us grow our operational maturity. Strong interpersonal skills with the ability to handle sensitive customer needs with empathy and professionalism. A detail-oriented approach to data, documentation, and creative problem-solving. A commitment to using sound judgment and maintaining high standards of integrity at all times. Proficiency in modern communication technologies and software to effectively lead and engage a remote team. A minimum of 3-5 years’ experience in managing a high volume call center. Benefits: This is a full-time position that includes full health, dental, and vision insurance benefits, paid time off (PTO).