Supervisor, Customer Support

TigerConnect transforms healthcare with the industry’s most widely adopted clinical collaboration platform - uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor’s offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We’re a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.

What You’ll Be Doing:
Team Leadership & Development:
- Lead, mentor, and develop a high-performing customer support team, fostering a culture of accountability, collaboration, and innovation, ensuring effective and efficient resolution of customer issues- Training, upskill and career progression path definition to enhance team skills and capabilities

Operational Transformation:
- Drive the transformation of support operations by implementing ITIL frameworks and service management best practices- Lead initiatives to optimize workflows, reduce inefficiencies, and enhance the overall quality of service delivery- Establish and track key performance indicators (KPIs) to measure team performance and service outcomes- Act as an escalation point for complex technical support issues. Leverage your technical expertise to resolve these issues promptly and effectively

Service Innovation:
- Collaborate with cross-functional teams to design and implement customer-centric support strategies that align with business goals- Identify and lead process improvement initiatives using Six Sigma methodologies to ensure continuous improvement- Act as a champion for innovation, leveraging technology to improve service delivery

Change Management:
- Manage change effectively, ensuring smooth transitions during process or organizational transformations- Communicate the vision and goals of transformation initiatives to gain buy-in from team members

Project Management:
- Oversee and execute support-related projects, ensuring they are delivered on time, within scope, and with measurable impact- Collaborate with product and engineering teams to align support operations with product updates and new launches

What You Bring:
- Bachelor's degree in Computer Science, Information Technology, or a related field preferred- 5+ years of experience in customer support, service operations, or a related field, with at least 2 years’ experience in a leadership role preferred-
- Certification in Six Sigma (Green Belt or higher) and/or ITIL is highly preferred- Strong project management skills with a proven ability to manage multiple initiatives simultaneously- Excellent interpersonal, communication, and leadership skills- Experience driving transformation initiatives and managing change effectively- Familiarity with SaaS business models, particularly in the healthcare industry, is a plus

Perks & Benefits We Offer:
- Join us in our prime office space in the heart of Mexico City's Reforma area; Our hybrid teams unite top talent from Mexico, the US, and beyond, offering flexibility and collaboration- Enjoy our comprehensive benefits with excellent private medical, dental, vision, and life insurance coverage for you and your family- Focus on your well-being through our wellness reimbursement program and company-wide wellness days (extra days off to rest and recharge)- Take advantage of extra perks and benefits, including a savings fund, monthly teleworking allowance, grocery vouchers, and travel insurance- In addition to the minimum days off required by law, our Flexible Time Off program gives you extra time to enjoy the things you love- Join a mission-driven team committed to making a real impact in the world of healthcare

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We’ve been recognized as one of the

Best Places to Work

in Los Angeles (2022), as well as on the list of

Best Paying Companies

(2022) with the

Best Perks & Benefits

(2022). We were also honored to be named to Inc. 5000’s list of

Fastest Growing Companies


About TigerConnect
- TigerConnect is on a mission to transform and improve communication and workflows in hospitals and the healthcare industry overall. This is without a doubt a tall task, but one that we’ve been solving since 2010 and will continue to tackle with the right group of dedicated, thoughtful trailblazers. Headquartered in Santa Monica, California, and with team members across seven countries, TigerConnect believes that the people bui