Customer Support Manager - Level 2

we can ensure that the data used to help patients today will also benefit the patients of tomorrow.

We observed that across the healthcare ecosystem, a vast amount of digital healthcare data is being generated, fueled by technologies such as next-generation sequencing ("NGS"). This data holds promise to accelerate our understanding of biology and disease.

The Customer Support Manager – Level 2 reports to the Global Head of Customer Services and is primarily responsible for leading a team of Level 2 customer support resources to ensure the delivery of prompt, high quality customer support to SOPHiA Genetics clients globally. The Level 2 team members are skilled in IT/Software Development, Bioinformatics, and Data Science. The Customer Support Manager – Level 2 will liaise with Level 3 resources and managers to build and maintain a regular process of training and knowledge transfer to the Level 2 team.

Main responsabilities

Leadership & Operational :

• Provide excellent global customer support services with a high level of customer satisfaction
• Collaborating with Level 3 managers and other internal stakeholders to identify training opportunities and knowledge transfer
• Develop monthly reports to trend progress showing continual improvements in the Level 2 resolve rate
• Define, track and measure KPIs and other milestones
• Collaborate with the Level 1 manager to develop a process to share knowledge, train, coach, and mentor Level 1 resources improving L1 Resolve rate.
• Create efficiencies in processes and procedures; continually seeking ways automate tasks wherever possible
• Serve as a point of escalation for customers and internally
• Meet with customers as needed to resolve chronic problems
• Ensure Root Cause Analyses are completed by team members or appropriate Level 3 resources and communicate finding to customers

People Management

• Coach and enable the team to identify and understand the demands of customer requirements, decision makers and influencers 
• Nurture collaboration amongst team members. Create a workspace that encourages creativity and innovation to get the most out of the team
• Perform team capacity planning and ensure adequate staffing
• Establish and monitor employee goals and objectives. Conduct performance evaluations, feedback, support, and coaching to team members
• Develop employees, retain talent, and define career paths
• Mentor team members and provide feedback to grow and improve skills.

• Bachelor's degree in Computer Science or related discipline
• 5+ years of experience in a software engineering, consulting, or technical role
• 3+ years of experience in a leadership capacity, ideally in Customer Services
• ITIL Foundation, ITSM product & process exposure
• Knowledge of cloud architectures such as AWS and Azure
• Experience with Salesforce.com and Atlassian JIRA is a plus
• Proficient with Microsoft O365 Suite

Other requirements:

• Excellent command of English
• Success and customer orientated
• Excellent Communication, organizational skills, and attention to detail
• Team spirit and multi-cultural open mind
• Ability to solve complex problems and issues
• Strong interpersonal and influencing skills at all levels of an organization

You will be joining an organisation with the patient at the heart of every decision and action, driven by purpose as we drive exponential growth.

Business recognition and accolades include:

• World's most innovative companies (Top 10)
• World's smartest companies (Top 50)
• 100 Best Places to Work in Boston
• Top 10 European Tech Startup - 2020
• Top 10 European biotechs startup to watch - 2021
• Top 25 East-Coast Biotech to watch - 2021

Plus, you will find :

• A flexible, friendly, and international working environment with a collaborative atmosphere
• Flexible working hours, including hybrid remote / on-site working model
• An exciting company mission that brings together science and technology to directly impact the lives of patients with life threatening illness.
• A fast-growing company with plenty of opportunity for personal growth and development
• A hard technical challenge to solve with exciting modern technology - cloud computing, Big Data, DevOps, machine learning

Location: Rolle, Switzerland. Office-based, including 2 days per week remote / 3 days on-site.

Start: ASAP (or as agreed)

Contract type: Permanent, full-time

Application process

If you think you fit this position, please send a CV and a cover letter. Please note that incomplete applications will not be considered.

After an initial screening process, candidates will be invited for remote interviews.

As committed employer, SOPHiA GENETICS offers everyone the same opportunities to access employment regardless of gender, ethnicity, religion, sexual orientation, social status, disability or age. SOPHiA GENETICS strives to develop an inclusive work environment that reflects the diversity of its employees. All information will be treated confidentially in accordance with the Employment Equity Act.