Lead Support Analyst, Customer Success Operations

About Our Client

The organization operates in healthcare technology, focusing on improving how health systems use clinical artificial intelligence to enhance patient care and revenue cycle management. They develop clinically-validated AI platforms that interpret complex patient data to support revenue recovery, quality metrics improvement, denial reduction, and operational efficiency in hospitals. Their solutions are built by physician-data scientists and leverage electronic health record data to deliver actionable insights.

About the Opportunity

The Lead Client Support Analyst is responsible for leading day-to-day operations of the Client Support team, ensuring high-quality support for clients, and managing complex client issues. This individual contributor role serves as the operational backbone for the support team, driving queue health, quality assurance, team coaching, and occasional front-line coverage. The role directly contributes to client satisfaction and operational excellence within the support function.

Responsibilities

• Manage daily Client Support operations, including queue health and team standups
• Oversee quality assurance processes, ticket hygiene, and compliance within Zendesk
• Act as first point of contact for operational escalations and lead weekly issue resolution meetings
• Identify and address repeat issues through coaching, training, and process enhancements
• Administer Zendesk and monitor omnichannel routing functionality
• Coach team members and lead support-specific training sessions
• Maintain deep expertise in all applications to guide team approaches
• Collaborate with Client Support Manager on updates, process improvements, and complex communications

Requirements

• 7+ years in technical support, customer service, or support operations, preferably in healthcare technology or SaaS
• Proven ownership of daily operations in a support role, including queue and quality management
• Ability to independently resolve complex client issues and know when to escalate
• Strong experience in at least two areas: quality assurance, coaching/training, or process improvement
• Excellent organizational and communication skills
• Proficiency with Zendesk, Jira, or similar ticketing systems including administrative tasks
• Ability to manage time and priorities effectively in a remote setting
• Willingness to cover shifts during high-volume periods, holidays, and weekends

Pay Range and Compensation Package

$100,000 - $110,000

Benefits & Perks

• Medical, Dental, and Vision insurance covering 75% of premiums
• Paid parental leave up to 12 weeks for birth or adoption
• Remote-first work environment within the U.S.
• Unlimited paid time off and 10 holidays
• 401(k) retirement plan

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.