Manager, Customer Support

About the role

Nestmed's AI documentation platform supports tens of thousands of clinicians across millions of patient visits. We are the trusted partner for over 60 home health agencies, including seven of the top ten enterprises in the US. Our team is backed by PayPal and Plaid founders and includes a founding team from Stanford, Y Combinator, Google, and Meta.

Responsibilities

• Team Leadership (50%): Manage, coach, and develop a team of Technical Customer Support Specialists. Run structured 1:1s, deliver clear performance feedback, and build a culture where accountability and empathy coexist.
• Process & Playbook Development (30%): Build and maintain the escalation paths, triage frameworks, response templates, and SLA standards that keep the team operating at high quality, even on bad days.
• L2 Escalation (30%): Step in on complex, unresolved, or high-sensitivity tickets that require deeper technical investigation. You're the bridge between the support team and engineering, translating user-reported issues into actionable bug reports and following through on resolution.

Requirements

• 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS
• People leadership track record: you've coached Support Specialists through performance issues, developed high-performers, and built team culture intentionally, not accidentally
• Process orientation: you've built or overhauled a support workflow before and have opinions about what good triage, escalation, and documentation look like
• Proven L2 technical chops: you can diagnose root causes, write a coherent bug report, and hold your own in a conversation with engineering
• Clinician context: familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
• Communication range: clear with your team, credible with engineering, and plain-spoken with clinicians who don't have time for jargon
• Zendesk proficiency: or a comparable platform; you're managing in the tooling, not learning it

Qualifications

• You've led a support team before, not just managed one
• You know the difference between coaching someone through a hard ticket and just taking it over, and you default to the former
• You can hold the player-coach balance without letting either half slip
• You bring genuine patience to the work, because your team is supporting people in one of the most stressful environments there is: healthcare, and that standard starts with you