Manager Customer Support

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care . We deliver insights at critical points of care for better decisions - from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.

Job Summary :

The Manager, Customer Support leads a team of Analysts, Associate Analysts, or Coordinators responsible for delivering exceptional customer experience and driving strategic initiatives that extend the role of Support beyond issue resolution.

This Manager Customer Support works with the L1 Support Team-focused on frontline case management, process efficiency, and volume optimization-or the Strategic Support Team-focused on premier account enablement, governance, quality, and emerging product readiness. The Manager Customer works cross-functionally with Product, Account Management, Network & Technology Operations, and other departments, to ensure that Customer Support insights and operational excellence directly influence product improvement, adoption, and overall customer value.

Responsibilities :

• Lead and develop a high-performing Support team focused on delivering measurable improvements in customer experience, operational performance, and business impact.
• Manage day-to-day operations, balancing responsiveness, quality, and efficiency while meeting or exceeding established Service Level Agreements (SLAs) and performance targets.
• Partner cross-functionally with Product, Account Management, and Engineering teams to align Support operations with strategic business goals.
• Translate customer and operational data into actionable insights that inform decisions, identify trends, and drive continuous improvement.
• Play a key role in the evolution of Support from a reactive issue-resolution function to a proactive, customer journey-centered model that anticipates needs, accelerates adoption, and enables customer success.

Governance, Insights & Quality

Product & Innovation Enablement

Premier Account & Internal Partnership

Qualifications : Basic Requirements :

Preferred Qualifications :

#LI-HYBRID

Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed .

To be considered for employment, applicants must have a valid U.S. work authorization allowing work without restrictions with Surecripts in the U.S. At this time, we are unable to provide support or provide sponsorship for immigration benefits such as work visas. Additionally, we do not participate in academic training programs or work-study programs through an academic institution that require employer endorsement of F-1 / CPT or F-1 / STEM.

What You're Like

You're an advocate with a customer-first mindset who will do whatever is needed to help your customers succeed. You play at the intersection of creativity and strategy. And while you like big ideas, you're also grounded in good data, real market insights and measurable results .

What We're Like

We're a team of creatives and strategists who are customer obsessed. We value teamwork and innovation and strive to make a difference in healthcare by focusing on our customers. We're storytellers and promoters who serve as champions for quality and customer experience. We take our work seriously, but we also know how to have fun .

What the Work is Like

Our challenge is dealing with competing priorities as we juggle long-term goals with short-term needs. To do this, energy and positivity is the name of the game. And we take time to both celebrate our accomplishments and learn from our missteps.

Why Wait? Apply Now

We're a midsize company. This means you're not just another employee ID number. Here, you can build real relationships and feel supported by truly awesome people with diverse backgrounds and talents in an innovative and collaborative work culture. We strive to create an environment where you can b e yourself, share your ideas and work your way. We offer opportunities for employee development, as well as competitive compensation packages and extensive benefits.

At Surescripts, base pay is one part of our Total Rewards Package (which may also include bonus, benefits etc.) and is determined within a range. The base pay range for this position is $107,600 - $131,500 per year. Your base pay may vary within or outside of this range depending on a number of factors, including (but not limited to) your qualifications, skills, experience, and location.

Benefits include, but are not limited to, comprehensive healthcare (including infertility coverage), generous paid time off including paid childbirth and parental leave and mental health days , pet insurance, and 401(k) with company match and immediate vesting. To learn more, review the Keep You and Yours Healthy , Balancing Work and Life , and Where Talent Takes Shape links under the Better Benefits. Better Work. Better Life section of our careers site.

Physical and Mental Requirements

While performing duties of this job, an employee may be required to perform any, or all of the following : attend meetings in and out of the office, travel, communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation.

Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.