About Bg Prevent

At Bg Prevent, we shape healthy working environments through occupational safety and health initiatives across more than 150 locations with a team of over 3,700 employees.

Bg Prevent is seeking a Customer Success Support Manager to lead our Support Desk function supporting Managed Care and Community-Based technology clients. This role is responsible for overseeing the Support team, while ensuring exceptional support experiences for all technology plan end users. We offer an exciting opportunity to support technology care insurers and providers in improving technology care outcomes for vulnerable populations. Our solutions positively impact over two hundred fifty thousand technology plan members.

The Customer Success Support Manager serves as the operational owner of the support experience, support processes, SLA performance, and cross-functional collaboration. This individual will leverage Jira Service Management to oversee ticket operations, identify trends, improve workflows, and ensure customers receive timely and effective support. This role requires a customer-focused leader who can balance strategic planning with operational execution while working closely with Customer Success, Product, Technology, Implementation, and Executive Leadership teams.

Key Responsibilities

• Lead and manage the day-to-day support desk operations, ensuring timely, high-quality support across all client technology plans.
• Own support performance, including response times, resolution times, SLA compliance, and overall service quality.
• Serve as the escalation point for the Support team for customer issues and critical incidents.
• Independently investigate, troubleshoot, and resolve complex customer and application issues, using strong problem-solving and technical skills to minimize unnecessary escalations to Product and Engineering.
• Monitor support workload, ticket trends, and operational metrics to ensure efficient service delivery.
• optimize Jira Service Management for the support function
• Develop and maintain dashboards, reports, and KPIs to measure and analyze support performance and identify opportunities for improvement.
• Partner with Product, Engineering, Customer Success, and Implementation teams to resolve customer issues and improve the overall customer experience.
• Build, maintain, and refine support SOPs, internal documentation, and customer-facing Knowledge Center content.
• Lead initiatives focused on process automation, workflow optimization, and operational efficiency.

Qualifications and Experience

Required

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of experience in SaaS customer support, technical support, customer success operations, or service desk management.
• 2+ years of experience leading or managing customer support teams.
• Strong experience working with Jira Service Management or similar help desk platforms.
• Proven ability to manage support operations and service delivery metrics.
• Experience building and improving customer support processes.
• Strong problem-solving, organizational, and analytical skills.
• Exceptional verbal, written, and presentation communication skills.

Benefits

Mental health support is provided to help you maintain your wellbeing. Employee discounts are available through partnered programs. Company pension plan options support your long-term financial planning. Financial wellness program resources are accessible to guide your personal finance goals. Public transportation benefits assist with your daily commute. Paid sick leave ensures financial security when you are unwell. Remote work is fully supported with a home office setup. Life and disability insurance provide personal security coverage. Private health insurance offers extended medical care access. Accommodation support is available. Home office provisions help equip your workspace.

• Lead and manage the day-to-day support desk operations, ensuring timely, high-quality support across all client technology plans.
• Own support performance, including response times, resolution times, SLA compliance, and overall service quality.
• Serve as the escalation point for the Support team for customer issues and critical incidents.
• Independently investigate, troubleshoot, and resolve complex customer and application issues, using strong problem-solving and technical skills to minimize unnecessary escalations to Product and Engineering.
• Monitor support workload, ticket trends, and operational metrics to ensure efficient service delivery.
• optimize Jira Service Management for the support function
• Develop and maintain dashboards, reports, and KPIs to measure and analyze support performance and identify opportunities for improvement.
• Partner with Product, Engineering, Customer Success, and Implementation teams to resolve customer issues and improve the overall customer experience.
• Build, maintain, and refine support SOPs, internal documentation, and customer-facing Knowledge Center content.
• Lead initiatives focused on process automation, workflow optimization, and operational efficiency.

• Strong problem-solving, organizational, and analytical skills.
• Exceptional verbal, written, and presentation communication skills.
• Strong technical and troubleshooting skills.
• Experience with Jira Service Management or similar help desk platforms.
• Ability to manage support operations and service delivery metrics.
• Experience building and improving customer support processes.

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of experience in SaaS customer support, technical support, customer success operations, or service desk management.
• 2+ years of experience leading or managing customer support teams.