Customer Support Assistant Manager

About Us

Activated Insights, a SaaS leader in the post-acute and long-term care market, is seeking a Customer Support Assistant Manager who is passionate about developing people, delivering exceptional customer experiences, and driving team performance. Founded in 2008, Activated Insights has grown to over 250 team members, serving more than 12,000 sites of care and impacting millions of patients, clients, residents, and caregivers.

Activated Insights serves North America's fastest-growing labor market—long-term and post-acute senior care. Our technology, surveys, and training solutions support organizations ranging from small family-owned providers to some of the largest healthcare organizations in the country. Through our products and services, we help improve employee engagement, ongoing education, resident and patient satisfaction, and reputation management, ultimately impacting the lives of hundreds of thousands of seniors every year.

What Sets Activated Insights Apart?

• We are at the heart of one of healthcare's fastest-growing sectors, supporting providers who care for the nation's aging population.
• Our mission-driven culture attracts compassionate, service-oriented team members who are dedicated to helping customers succeed.
• We foster a collaborative environment where team members are empowered to grow, innovate, and make a meaningful impact.
• Our experienced leadership team brings a proven track record of success in high-growth healthcare and technology organizations.
• We are backed by a private investment firm with more than 40 years of experience building lasting partnerships throughout the healthcare industry.

Why Is This Role So Special?

This is an exciting opportunity for a people-focused leader who is passionate about coaching, customer service excellence, and team development. As a Customer Support Assistant Manager, you will play a key role in supporting the day-to-day operations of our Customer Support team while helping team members grow and succeed.

You will partner closely with leadership to drive performance, improve processes, and ensure customers receive outstanding support experiences. This role is ideal for someone who enjoys mentoring others, solving problems, building strong relationships, and contributing to a positive, high-performing team culture.

If you are energized by helping both employees and customers succeed, and you want to be part of a company making a meaningful difference in senior care, we'd love to hear from you.

Your Day-to-Day Might Include:

• Supporting, coaching, and mentoring Customer Support Representatives to ensure exceptional customer service and team success

• Assisting with day-to-day team operations, scheduling, workload management, and performance monitoring

• Handling escalated customer concerns with professionalism, empathy, and a solution-focused approach

• Partnering with leadership to identify opportunities for process improvements and increased team efficiency

• Monitoring support metrics and helping drive accountability and performance across the team

• Assisting with onboarding and training new team members

• Providing ongoing feedback, recognition, and development support to team members

• Staying informed on company products, processes, and industry trends to better support customers and employees

• Collaborating cross-functionally with other departments to ensure a seamless customer experience

• Helping foster a positive, engaged, and high-performing team culture

Benefits (Just a Few Reasons You'll Love It Here):

• Medical Insurance – Shared cost between you and us

• Flex PTO – Take what you need to stay refreshed

• Paid Vision & Dental – We've got you covered

• Free Audible Subscription – Learn, unwind, and grow on us

• 10 Paid Holidays – Because you deserve time to recharge

• 401(k) with Company Match

• Company-Paid Life Insurance

• Professional Development Opportunities

• Employee Assistance Program (EAP)

• A collaborative, mission-driven culture where your work truly makes a difference

Experience:

• Minimum 1 year of professional customer service experience required; leadership or supervisory experience preferred

• Previous experience in a customer support, call center, help desk, or service-focused environment preferred

• Experience coaching, mentoring, or supporting team members is highly desired

• Strong understanding of customer service best practices and support processes

• Comfortable managing multiple priorities in a fast-paced environment

• Ability to work full-time on-site in Idaho Falls, Idaho

• Comfortable with extended periods of computer-based work

Skills:

• Strong technical aptitude and computer literacy

• Excellent interpersonal and customer service skills

• Clear, professional communicator with strong written and verbal communication abilities

• Highly organized with strong attention to detail and time management skills

• Effective problem-solving and conflict-resolution capabilities

• Ability to remain calm and productive under pressure

• Self-motivated, adaptable, and eager to lead by example

• Proficiency with Microsoft Office Suite and other business applications

• Ability to analyze data, identify trends, and make informed recommendations

• Strong collaboration skills with the ability to work across departments

Ready to Make an Impact?

If you're passionate about helping people, developing teams, and delivering exceptional customer experiences, we'd love to meet you. Join Activated Insights and help us improve the lives of caregivers, healthcare organizations, and the people they serve every day.