Senior Manager, Customer Support
About OpenLoop
OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.
About the Role
OpenLoop is looking for a Senior Manager, Customer Support to join our team remotely. In this role, you will be responsible for leading and scaling our Customer Support function to deliver exceptional technical and empathetic support experiences. You will mentor and develop a high-performing team of support specialists while optimizing systems, workflows, and knowledge resources to improve response times, resolution rates, and overall customer satisfaction.
As a strategic leader, you will serve as the final escalation point for complex or high-priority issues, partner cross-functionally to surface product insights, and leverage data to continuously refine operations. Your work will directly impact customer experience, retention, and product improvement.
What You'll Do
Mentor and lead a team of support specialists to deliver high-quality technical and emotional support.
Design and refine automated ticketing workflows to improve response times and resolution rates.
Analyze support data to identify product friction points and present those findings to the Product team.
Manage the internal and external knowledge base to ensure documentation is accurate and helpful.
Act as the final point of escalation for complex or high-priority customer issues.
Other duties as assigned.
Who You Are
Bachelor’s degree in Business, Communications, Information Technology, or a related field.
3–5 years of experience in Customer Support or Customer Success, including 1–2+ years in a leadership or senior capacity.
Proven experience leading and developing support specialists, building positive team culture, and managing remote or distributed teams across time zones.
Strong proficiency with industry-standard support platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, Zoho, or similar ticketing and analytics tools.
Demonstrated experience setting, tracking, and improving SLA performance and CSAT metrics.
Highly data-driven, comfortable using reporting tools such as Excel, SQL, Tableau, or platform dashboards to analyze trends and drive operational improvements.
Clear communicator capable of translating technical concepts for non-technical users and collaborating effectively across Product and Engineering teams.
Strategic thinker who can balance immediate escalation management and “firefighting” with long-term workflow optimization and process improvement initiatives.
Strong organizational skills with the ability to manage multiple priorities and projects in a fast-paced, high-growth environment.
Professional certification in Customer Success or Support Management is a plus.
Our Benefits
In addition, for salaried positions you would also be eligible for:
Medical, Dental, and Vision plans
Flexible Spending/Health Savings Accounts
Flexible PTO
401(k) + Company Match
Life Insurance, Pet insurance, and more
Our Company
We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.
Sound like a good fit? We’d love to meet you.