Tebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging.

About the Role

As the leader of our technical product support team, you'll be at the forefront of resolving complex customer issues through various channels like calls, emails, and chats. Your role involves setting goals, implementing processes for quality and productivity, and ensuring high client satisfaction by monitoring team performance. You'll also handle escalated issues, establish incident management procedures, and provide training to enhance the team's technical knowledge and customer handling skills. Daily coordination and leadership are key, and you may even dive into solving customer problems yourself. If you have excellent communication skills, leadership experience, and a knack for managing customers with a customer-centric attitude, this role is for you.

Your Area of Focus

  • Direct/Manage/Supervise the technical product support team responsible for resolving basic to complex technical product-related issues for customers via inbound/escalated calls, email, chat, etc.
  • Establish departmental goals and implement processes regarding quality, productivity, and issue resolution. Monitor team performance to achieve maximum client satisfaction levels. 
  • Resolve escalated issues and establish procedures for incident management. 
  • Train and mentor team members on technical product knowledge, organization's policies, and product support and resolution techniques. 
  • Coordinates and leads daily team activities. 
  • May spend a portion of time performing the work of those they supervise. Assists with management decisions and activities. 
  • Working knowledge of team function within the organization.

Your Professional Qualifications

  • Excellent communication skills, both oral and written
  • Previous experience in managing or leading a team preferred
  • High School Diploma
  • Minimum 6 months experience at Kareo
  • A good understanding and well-rounded knowledge of Kareo PM and all web-based modules
  • Customer-centric attitude with the ability to manage customers, including at times of escalation
  • Ability to coach and mentor in such a way that ultimately improves employee performance
  • Adaptability to thrive in a changing environment

About Tebra

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our Values

Start with the Customer 

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial 

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits 

CR Only

To assist with all of life’s needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

 

#LI-SS1 #LI-Hybrid

Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

California residents who apply or are recruited for a job with us: please carefully review our California-specific Privacy Notice under the California Consumer Protection Act here: https://www.tebra.com/privacy-policy/california-supplemental-notice/

If you would like to report a fraudulent Tebra job posting, please contact us at talentacquisition@tebra.com and consider reporting your experience to the FBI's Internet Crime Complaint Center or the Better Business Bureau to help keep others safe online, too.

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