Customer Care Manager

We Are Hiring | Customer Care Manager

Company: PaxeraHealth
Location: Egypt
Department: Customer Care
Position: Customer Care Manager

About the Role

PaxeraHealth is seeking an experienced and results-driven Customer Care Manager to lead our Customer Care operations, ensuring exceptional technical support, customer satisfaction, and service delivery across our healthcare IT solutions.

The ideal candidate will combine strong technical expertise in healthcare IT systems with proven leadership capabilities, a customer-centric mindset, and a commitment to operational excellence.

Key Responsibilities

1. Customer Care Operations & Service Delivery

- Lead and manage daily Customer Care operations, ensuring effective case handling and timely resolution.
- Monitor SLA compliance, case backlogs, response times, and resolution performance.
- Oversee critical incidents and escalations, ensuring effective coordination and timely customer communication.
- Drive continuous improvement in support processes, service quality, and operational efficiency.

2. Team Leadership & Development

- Lead, mentor, and develop a team of Customer Care Engineers and Team Leaders.
- Monitor individual and team performance against defined KPIs.
- Identify training needs, technical skill gaps, and professional development opportunities.
- Promote accountability, collaboration, knowledge sharing, and a customer-first culture.

3. Customer Experience & Relationship Management

- Build and maintain strong relationships with customers and strategic accounts.
- Drive proactive customer engagement beyond incident resolution to understand customer needs, challenges, and future requirements.
- Monitor customer satisfaction, identify at-risk accounts, and implement improvement plans.
- Manage sensitive customer escalations professionally, ensuring transparency and effective communication.

4. Technical Leadership & Cross-Functional Collaboration

- Provide technical guidance and oversight for complex healthcare IT incidents.
- Collaborate with L3 Support, Engineering, Product Management, Implementation, and Clinical Applications teams to drive issue resolution.
- Oversee the investigation of recurring issues, root cause analysis, and corrective and preventive actions.
- Support system upgrades, service transitions, and post-implementation stabilization activities.

5. Performance Management & Reporting

- Monitor and analyze operational KPIs, including SLA compliance, customer satisfaction, case resolution time, and backlog trends.
- Maintain accurate case management and reporting through Salesforce CRM.
- Prepare periodic performance reports highlighting service trends, operational risks, and improvement opportunities.
- Drive initiatives to improve customer retention, service reliability, and overall customer experience.

Required Qualifications

- Bachelor’s degree in Biomedical Engineering, Computer Engineering, Information Technology, or a related discipline.
- 10+ years of experience in technical support, customer care, or IT service delivery, including at least 3 years in a leadership or management role .
- Strong technical background in healthcare IT, preferably PACS, RIS, VNA, or enterprise medical imaging solutions.
- Solid understanding of IT infrastructure, networking, Windows Server, SQL Server, virtualization, and cloud technologies.
- Familiarity with DICOM, HL7, and healthcare system integration.
- Proven experience managing technical support teams, customer escalations, and SLA-driven service operations.
- Strong analytical, problem-solving, decision-making, and organizational skills.
- Excellent English communication, presentation, and stakeholder management skills.

Preferred Qualifications

- Experience with Salesforce Service Cloud or similar CRM/ticketing platforms.
- ITIL certification or practical experience implementing IT service management best practices.
- CIIP certification or equivalent healthcare imaging informatics knowledge.
- Experience supporting enterprise healthcare environments and geographically distributed customers.
- Familiarity with AWS, Azure, high availability, disaster recovery, and healthcare data security requirements.
- Experience with customer satisfaction programs, service performance dashboards, and continuous improvement initiatives.

What We Are Looking For

We are looking for a leader who:

- Takes ownership and drives results.
- Balances technical excellence with customer satisfaction.
- Builds high-performing teams and develops future leaders.
- Thinks proactively rather than reactively.
- Communicates effectively with customers and internal stakeholders.
- Understands that customer success extends beyond resolving support tickets.