Manager of Customer Support

About Us:

On a mission to deliver affordable, delightful healthcare for all, First Stop Health provides connected, whole-person virtual care to employers 24/7 through app, website, or phone in all 50 states. First Stop Health prioritizes an engaging and easy-to-use experience, setting people on healthier journeys through care at multiple stages.

First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability and life coverage, making healthcare easily accessible. For those that choose to waive medical coverage a monthly medical waiver allowance will be provided.

First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays. Furthermore, the employer match 401k plan and monthly phone stipend demonstrates the company's commitment to employee financial well-being. The First Stop Health membership benefit is another added perk for employees and provides our virtual care solutions - Urgent Care, Mental Health, and Primary Care - from their very first day!

Job Description:

The Manager of Customer Support leads the customer support team in delivering exceptional service within a virtual healthcare environment. This role ensures high-quality, timely support for patients, members, employer clients, and partners while maintaining compliance with healthcare regulations (e.g., HIPAA). The Manager drives operational excellence, team performance, and continuous improvement to support a seamless virtual care experience.

Responsibilities:

Team Leadership & Development

• Hire, train, and coach customer support representatives in a healthcare-focused environment
• Develop team expertise in virtual care workflows, care navigation, and member engagement
• Foster a compassionate, patient-first culture
• Conduct regular performance evaluations and professional development planning

Operations & Service Delivery

• Oversee daily support operations across phone, chat, email, and digital platforms
• Ensure timely resolution of patient, member, and client inquiries
• Manage escalations related to care access, referrals, billing questions, and service concerns
• Partner with clinical, operations, and client success teams to ensure continuity of care

Compliance & Quality Assurance

• Ensure all support activities comply with HIPAA and data privacy requirements
• Monitor documentation accuracy and adherence to internal protocols
• Maintain quality assurance standards and conduct regular audits

Performance & Reporting

• Track and analyze key metrics (e.g., response time, resolution time, CSAT, first contact resolution)
• Identify trends in member issues and proactively recommend improvements
• Provide regular reporting and insights to senior leadership

Process Improvement & Cross-Functional Collaboration

• Improve workflows to enhance efficiency and patient experience
• Collaborate with Product and Technology teams to optimize support tools and digital touchpoints
• Identify recurring issues and drive root-cause solutions

Requirements:

Education:

• Bachelor’s degree preferred or equivalent experience

Experience:

• 5–7+ years of customer support experience, including leadership
• Experience in healthcare required, telehealth or digital health highly preferred
• Strong understanding of HIPAA and healthcare compliance requirements
• Experience with CRM and support platforms (e.g., Zendesk, Salesforce, care management systems)
• Strong analytical and problem-solving skills

Skills:

• Patient-centered mindset
• Leadership and team development
• Operational and process excellence
• Healthcare compliance awareness
• Data-driven decision making
• Strong communication and emotional intelligence

First Stop Health is committed to diversity, equity, inclusion, and belonging. Research shows that women, people of color and other historically underrepresented groups tend to only apply to jobs in which they meet all the job requirements. Unsure if you check every box? Apply. We would love to consider your unique experiences and how you could make First Stop Health even better.

To learn more about First Stop Health, visit www.fshealth.com and if you require any assistance during the application process or have questions, please don't hesitate to contact our talent acquisition team via email at careers@fshealth.com