Founded in 2010, we started RevenueWell because we saw a way to use the latest marketing automation technology to help dentists build better, more connected relationships with their patients and communities. We think it’s a problem worth solving, and thousands of dental practices across the country seem to agree. The company has grown very quickly over the last few years, and we’re now a team of about 200 diverse people that are committed to our mission, super-focused on our product, and fanatical about helping our customers succeed.
In December 2019, we partnered with Marlin Equity Partners to help us aggressively expand our vision in healthcare. Since then, we have more than doubled our footprint (through strong organic growth and acquisition of PBHS) to over 12,000 customers, and we are just getting started! If you are excited about healthcare, working with talented people, aren’t afraid to roll up your sleeves, and want to help build a healthcare technology company that makes a real difference for providers and patients – this opportunity might just be for you. WHY WE’RE LOOKING: The Technical Support Manager will be responsible for coaching and developing the Technical Support team while facilitating communication with Engineering to ensure timely resolution to escalations and prioritization is clear across all teams.
As a Technical Support Manager, this position will partner with the Director of Customer Experience. They will be expected to manage the team’s work, prioritize escalations to Engineering, handle sensitive escalations, and train new Technical Support team members. WHAT YOU'LL DO:
Oversee day-to-day operations and directly supervise the Technical Support team
Assist with prioritizing escalations, managing communication with Product, quality assurance on Technical Support interactions with RevenueWell employees & customers, and coaching team members to ensure performance meets expectations
Influence an increase in customer satisfaction by ensuring excellent support, communication, and follow through from the Technical Support team
Serve as the point of contact for Engineering to ensure follow through and expectations are clearly communicated and work closely with other departments to facilitate a resolution and communication on active technical escalations
Maintain documentation to provide training materials for the team
Manage the Technical Support feedback loop to wider Customer Experience department on resolved and in progress issues
WHAT WE'RE LOOKING FOR:
CompTIA Network+ Certification
Strong working knowledge of Windows 8, 10, and Server OS (2008, 2012, 2019)
Domain DNS management expertise, including a high degree of knowledge configuring A, CNAME, MX, TXT, and other DNS records as needed
Experience working with Zendesk, Jira, Twilio, Sendgrid, Cloudflare
3+ years of relevant experience leading Technical Support teams
Ability to begin work online by 7am CST / 8am EST
Excellent communication skills
Strong problem solving and analytical skills to investigate and resolve technical escalations
WHAT’S IN IT FOR YOU:
Competitive Compensation: This position offers a base salary and commission. Employees who demonstrate successful goal attainment and commitment will have the opportunity for career growth and advancement in the organization.
Entrepreneurial Culture: You manage your business. We strongly encourage our Employees to leverage their skill sets and creativity to provide the best service and solutions to our current clients.
Work/Life Balance: A super laid-back environment where hustle goes a long way and work is enjoyable. A true Work Hard Play Hard mentality. We believe in working hard, for our clients every day while ensuring satisfaction in your role and ample time to enjoy activities outside of work. Along with having remote flexibility.
YOU Make the Difference: You’ll spend your days building and maintaining relationships with new and existing customers. You will be consulting with health professionals to help them be more profitable, to be more present for their patients, and to make office life easier!
Great Benefits: Several comprehensive benefit offerings to choose from and a no-wait 401k plan with company match.
RevenueWell is an Equal Opportunity Employer of minorities, females, protected veterans, and individuals with disabilities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. No search firm solicitations, please.
