Manager, Customer Support
Core
Lead a high-performing team of Support Specialists and Engineers to optimize the SaaS clinical platform's support experience, treating support as a product to drive customer outcomes.
Role type
Senior Manager, Customer Support Operations
Builds
Support operations infrastructure, analytics dashboards, and AI-assisted workflow standards
Domain
Healthcare Technology / SaaS
Required skills
Team leadership, SLA management, data analysis, process optimization, cross-functional collaboration, technical troubleshooting, coaching, systems thinking
Preferred skills
Healthcare domain knowledge, AI/LLM workflow experience, technical support engineering background, familiarity with Notion/Linear/Salesforce/Intercom
Technologies
Notion, Linear, Salesforce, Intercom
Responsibilities
Manage hiring, onboarding, performance, and retention of 8–10 support staff; design and run experiments to improve resolution speed and quality; build analytics dashboards and define KPIs; partner with Engineering and Product to translate support insights into roadmap decisions; audit and coach on AI-assisted case resolution quality.
Seniority
Senior, hands-on IC manager