Sr. Manager, Client Experience Support
Core
Manage and improve end-to-end L1 client support operations, including ticket triage, resolution, and process automation for a healthcare technology platform.
Role type
Senior Manager, Client Support Operations
Builds
Efficient client support workflows and automated resolution processes
Domain
Healthcare Technology / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership, ticket management systems, identity and access management, SLA management, cross-functional communication, process improvement, technical issue translation
Preferred skills
Healthcare IT domain knowledge, Atlassian suite, monitoring tools, knowledge base development, automation initiatives
Technologies
Jira Service Desk, Okta, Tableau, Datadog, Confluence
Responsibilities
Lead and manage a team of Client Support Associates; Own the CTS board for ticket triage and escalation; Drive process improvements and automation; Manage client access requests and user provisioning; Coordinate cross-functionally to resolve client issues; Author client-facing communications; Monitor and report on support metrics.
Seniority
Senior, hands-on IC with management responsibilities
