Senior Manager, Support Operations

Receptive Inc.

. Lead, coach, and develop Customer Support Managers .

Posted 9/25/2026full-timeRemote • United StatesSenior💰 $125,000 - $140,000 per yearWebsite

About the role

Key responsibilities & impact

Lead, coach, and develop Customer Support Managers
Establish expectations, decision rights, operating rhythms, accountability, collaboration, continuous learning, and trust
Own and scale support operations across Receptive’s telehealth brands
Serve as the operational subject matter expert for insurance-related support workflows
Establish playbooks, escalation paths, and ownership for verification of benefits, prior authorizations, claim denials, and payer information requests
Use service, quality, productivity, and client experience data for workforce planning, scheduling, coverage, and operational decisions
Establish quality assurance practices across email, chat, and phone support
Use support findings and trends to improve communications, identify training and process gaps, and reduce recurring issues
Own strategy and governance for Zendesk macros and internal knowledge resources
Identify and pilot AI, automation, intelligent routing, self-service, and other technologies while maintaining human oversight and healthcare privacy, security, compliance, and clinical boundaries
Serve as a senior escalation point
Strengthen cross-functional handoffs and feedback loops
Assess the support operating model and present prioritized improvement plans
Establish operating standards, priority workflows, escalation paths, cross-functional handoffs, and leadership rhythms
Improve visibility into service performance, workload, backlog, and recurring issues
Implement sustainable quality assurance, macro governance, knowledge-management practices, and appropriate AI, automation, or self-service solutions

Requirements

What you’ll need

3–5 years of experience managing remote customer support or support operations in telehealth or another healthcare environment
Experience developing frontline managers
Experience preferably within a startup or rapidly scaling organization
Solid Zendesk experience, including workflows, macros, reporting, quality practices, and knowledge management
Demonstrated success building scalable support operations
Experience with electronic health record or electronic medical record systems; Healthie experience is a bonus
Strong working knowledge of healthcare insurance operations, including verification of benefits, prior authorizations, claim denials, and payer requests for additional information or documentation
Knowledge of healthcare compliance and appropriate handling of sensitive client and provider information
Experience evaluating or implementing AI, automation, self-service, or other support technologies is preferred
Excellent communication, change-management, problem-solving, and cross-functional leadership skills
Experience leading a seven-day support operation
Flexibility and judgment to address needs that may occasionally arise outside the typical schedule
Candidates based in the Eastern or Central time zones are preferred
Ability to work a typical Monday–Friday schedule

Benefits

Comp & perks

Medical, dental, and vision coverage with generous employer contributions
100% of the premium covered for an employee’s coverage
401k with 4% employer match
Monthly wellness stipend
Annual L&D budget
Flexible time off
Company holidays
Paid parental leave
Remote-first work arrangement