Customer Support Manager

Responsibilities

• Lead, coach, and develop the Customer Support team through hiring, training, regular 1:1s, clear and actionable feedback, and performance conversations that drive growth and accountability.
• Foster a culture of psychological safety, trust, and empathy, ensuring team members feel heard while still holding a high bar for ownership and outcomes.
• Guide the team through change by communicating context, setting expectations, and helping individuals understand the why behind decisions.
• Manage daily operations of support queues, including specialized queues (ePrescribe, Team Plan vs Non-Team Plan tickets)to ensure timely, high-quality support.
• Handle complex or escalated customer issues, providing timely and effective resolutions.
• Develop and implement Customer Support policies, procedures, and standards to improve customer satisfaction, efficiency, and consistency.
• Monitor and analyze customer service performance metrics using Zendesk and Sigma dashboards; identify trends, surface insights, and drive data-informed improvements.
• Identify recurring themes and systemic issues in support tickets and partner cross-functionally to address root causes.
• Ensure the Customer Support team has the tools, training, and knowledge to provide exceptional customer

Benefits

Additional Information

Ready to make a real impact on global health and wellness care? Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses, care for their clients, and scale their impact. Founded by practitioners in 2016, we're now the leading EHR and practice management platform in the wellness industry, trusted by tens of thousands of practitioners across 70+ countries. In 2023, we expanded our whole-practice care offering through the acquisition of That Clean Life, bringing nutrition planning into our platform. We're a remote-first team headquartered in Toronto, made up of curious, driven, and empathetic people building tools that help practitioners create sustainable, independent practices; and do the most meaningful work of their careers. While most of our work happens remotely, we come together regularly for off-sites and team events to stay connected and build together. Important notice to our applicants and job seekers: We've become aware of fraudulent messages impersonating Practice Better's recruitment team. Please note: Practice Better will never ask for payment, banking details, or personal financial information at any stage of the hiring process All official communication comes from @practicebetter.io email addresses We will never ask you to purchase equipment, software, or gift cards We will never conduct interviews solely via text message or WhatsApp If something feels off, trust your instincts. Verify any suspicious outreach by contacting us directly at careers@practicebetter.io before taking any action. Thank you for helping us keep our hiring process safe and transparent. Position Summary We are looking for a Manager, Customer Support to join our growing team. In this role, you will oversee the customer support department's operations, ensuring that the team provides the highest level of service to our customers. You'll manage a team of customer support representatives supporting Practice Better's growing practitioner base. The team handles 4,000+ monthly inquiries across email and calls, supporting both practitioners (nutritionists, coaches, therapists) and their clients. Your team operates in a fast-paced environment with frequent product updates, complex integrations, and the need to balance efficiency with empathy in a health-focused space. This role involves developing and implementing customer service policies and procedures, and working closely with other departments to resolve customer issues efficiently and effectively. For the first 90 days, you'll transition into the role as a Team Lead with direct support from the Senior Manager of Customer Support. This structured onboarding period allows you to develop essential management skills, learn team operations and workflows from a leadership perspective, and build confidence in your new responsibilities before taking on the full scope of the manager role. It also ensures a smooth transition as you shift from peer to leader and helps you establish your leadership approach with dedicated mentorship. Success during this phase looks like establishing trust with the team, effectively running 1:1s and team meetings, providing clear and actionable feedback, managing day-to-day support operations, and demonstrating sound judgment in escalations and prioritization. You'll also slowly transition out of the ticket queue during this period-this means handling some tickets as needed until we can fully take you off the queue and shift your focus entirely to management responsibilities. By the end of the 90 days, you'll be positioned to take on the full scope of the Manager role with clarity, confidence, and ongoing leadership support.

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