TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform – uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.
We are seeking a dynamic and experienced Supervisor, Customer Support to lead the transformation of our customer support team and service delivery. This role requires a strong people leader who can inspire and guide the team through change while driving the adoption of best practices in service management. The ideal candidate will have expertise in ITIL, project management, and Six Sigma, ensuring our support operations achieve excellence in efficiency, quality, and customer satisfaction.
What You’ll Be Doing:
Team Leadership & Development:
Lead, mentor, and develop a high-performing customer support team, fostering a culture of accountability, collaboration, and innovation, ensuring effective and efficient resolution of customer issues
Training, upskill and career progression path definition to enhance team skills and capabilities
Operational Transformation:
Drive the transformation of support operations by implementing ITIL frameworks and service management best practices
Lead initiatives to optimize workflows, reduce inefficiencies, and enhance the overall quality of service delivery
Establish and track key performance indicators (KPIs) to measure team performance and service outcomes
Act as an escalation point for complex technical support issues. Leverage your technical expertise to resolve these issues promptly and effectively
Service Innovation:
Collaborate with cross-functional teams to design and implement customer-centric support strategies that align with business goals
Identify and lead process improvement initiatives using Six Sigma methodologies to ensure continuous improvement
Act as a champion for innovation, leveraging technology to improve service delivery
Change Management:
Manage change effectively, ensuring smooth transitions during process or organizational transformations
Communicate the vision and goals of transformation initiatives to gain buy-in from team members
Project Management:
Oversee and execute support-related projects, ensuring they are delivered on time, within scope, and with measurable impact
Collaborate with product and engineering teams to align support operations with product updates and new launches
What You Bring:
Bachelor's degree in Computer Science, Information Technology, or a related field preferred
5+ years of experience in customer support, service operations, or a related field, with at least 2 years’ experience in a leadership role preferred
Deep knowledge of ITIL frameworks and their application in service management
Certification in Six Sigma (Green Belt or higher) and/or ITIL is highly preferred
Strong project management skills with a proven ability to manage multiple initiatives simultaneously
Excellent interpersonal, communication, and leadership skills
Experience driving transformation initiatives and managing change effectively
Familiarity with SaaS business models, particularly in the healthcare industry, is a plus
Perks & Benefits We Offer:
Join us in our prime office space in the heart of Mexico City's Reforma area; Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration
Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family
Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)
Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance
In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love
Join a mission-driven team committed to making a real impact in the world of healthcare
Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We’ve been recognized as one of the Best Places to Work in Los Angeles (2022), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). We were also honored to be named to Inc. 5000’s list of Fastest Growing Companies.
TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.