Job Description
Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts comprehensive portfolio, including the CareLogic, Credible, and InSync platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients. Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report as having the top ranked Behavioral Health EHR solutions.
Responsibilities
- Supervise a team of Support Specialists; conduct regular 1:1s, coaching, and performance reviews; manage schedules, PTO approvals, and shift coverage to maintain service levels
- Oversee case queue management, workload balancing, and realtime triage; monitor daily KPIs and take corrective actions to meet SLO/SLA targets
- Provide frontline support during volume spikes or coverage gaps; act as point of escalation for customer concerns
- Build and maintain strong customer relationships, ensuring timely delivery of solutions tailored to customer requirements
- Ensure SOP adherence and accurate documentation across all interactions; improve case hygiene and knowledge base content
- Lead/participate in readiness and change events (e.g., release activities), coordinating team alignment and communication
- Analyze team metrics (backlog, aging, FCR, CSAT); identify trends, propose improvements, and implement action plans
- Support hiring (interviews, onboarding), manage timesheets/approvals, and administer daytoday supervisory duties.
Key Outcomes
- Customer Outcomes: High CSAT and consistent SLO/SLA adherence across the team
- Operational Outcomes: Stable case throughput and backlog control; timely escalation handling and rootcause followup
- People Outcomes: Regular coaching, performance feedback, and development plans that improve skills and retention
- Process Outcomes: Accurate documentation, SOP compliance, and readiness/change activities completed on schedule.
Qualifications
- 3 years of experience in customer support
- Lead or supervisory experience preferred
Skills & Competencies
- Coaching, feedback, and performance management; clear written/verbal communication across customers and internal teams
- Case triage, escalation management, queue/backlog control; SLO/SLA management and KPIdriven decisionmaking
- Deep understanding of platform functionality/workflows; ability to troubleshoot complex customer interactions and guide the team to resolution
This is an onsite position, 5 days/week, in the Vadodara office working the NIGHT SHIFT. Hours are 6:30pm-3:30am IST. Remote applicants will not be considered.
Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
