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
Manager, Customer Support (Technical Operations)
Builds
A technically oriented support team and data-driven operational infrastructure for a healthcare SaaS platform
Domain
Healthcare Technology / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership, SLA management, data fluency, process optimization, cross-functional collaboration, technical troubleshooting, coaching, systems thinking
Preferred skills
Healthcare/HealthTech experience, AI/LLM workflow exposure, prior IC support experience, familiarity with case management tools (Notion, Linear, Salesforce, Intercom)
Technologies
Notion, Linear, Salesforce, Intercom
Responsibilities
Manage hiring, onboarding, performance, and retention for 8–10 team members; design and run experiments to improve resolution speed and quality; build and maintain support playbooks and QA processes; create dashboards and KPIs to drive operational insights; partner with Engineering and Product to translate support data into product improvements; identify and implement automation to increase team leverage
Seniority
Manager, hands-on IC leader
