Customer Support Lead
About the role
Roger is an AI platform that frees home health clinicians from paperwork so they can focus on delivering life-changing care to elderly patients in the comfort of their homes. Backed by leading healthcare investors like SignalFire, Roger has powered millions of visits and is just getting started.
Responsibilities
Lead and grow the team. Manage, coach, and develop a team of customer support representatives. Own hiring, training, and onboarding as the team scales.
Keep service exceptionally fast. Own SLAs and keep response and resolution times best-in-class. Ensure the team operates as efficiently as possible without sacrificing quality.
Build the support engine. Design and continuously improve processes, workflows, and tooling in Zendesk. Create automations that remove repetitive work and speed up resolution.
Turn support into insight. Constantly analyze where the biggest opportunities are to reduce support queries, surfacing trends to the product and customer success teams to drive fixes at the root.
Build self-serve infrastructure. Develop a robust self-serve layer (help center, documentation, in-product guidance) so clinicians can solve more on their own.
Stay close to clinicians. Be comfortable texting and calling customers daily. Lead by example on what great, human support looks like.
Requirements
5+ years in customer support or customer experience at a B2B SaaS company, with at least 1-2 years leading a team.
Experience at a fast-growing startup, ideally seed to Series B.
Highly analytical. You set up processes, track everything, and let the numbers guide where you focus.
Deep familiarity with Zendesk and a genuine excitement for building automations.
Exceptional written and verbal communication. You're comfortable on the phone, over text, and in writing every day.
A bias toward getting ahead of problems rather than just clearing the queue.
A high ownership mentality and comfort operating in ambiguity.
Qualifications
Nice to have: Familiarity with healthcare or home health.
Experience building self-serve support infrastructure from the ground up.
Skills
Customer support or customer experience leadership skills.
Zendesk automation expertise.
Strong analytical and problem-solving skills.
Effective communication and interpersonal skills.
Benefits
Platinum health, dental, and vision insurance.
Flexible PTO.
Unmatched career growth opportunity in customer experience.
Make a tangible difference in the lives of clinicians and patients.
Work on a mission that matters, backed by AI innovation and top-tier investors.
Pay
TBD based on experience and qualifications.
Schedule
Full-time.