Manager, Customer Support
About the Role
The AI documentation platform is used by clinicians across 60+ home health agencies, and when something breaks, the support team is the first call. As Manager of Customer Support, this role will lead a team of Technical Customer Support Specialists while staying hands-on as the technical escalation layer for the most complex issues that come through the queue. This is a player-coach role: setting the bar for what great support looks like, building the processes that get there, and developing the team that delivers it.
Key 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. This role develops the people working the queue.
Process & Playbook Development — Build and maintain the escalation paths, triage frameworks, response templates, and SLA standards that keep the team operating at high quality, even on challenging days. Performance & Metrics — Implement and own team KPIs: response time, resolution rate, CSAT, escalation volume. Surface insights to the Head of CS and advocate for the resources the team needs to hit them.
L2 Escalation (30%) — Step in on complex, unresolved, or high-sensitivity tickets that require deeper technical investigation. This role acts as the bridge between the support team and engineering, translating user-reported issues into actionable bug reports and following through on resolution. Cross-Functional Partnership — Collaborate with Product, Engineering, and Implementation to close the loop on systemic issues, advocate for product improvements surfaced by support trends, and ensure enterprise clients receive a consistent, high-touch experience.
Hiring & Onboarding — Partner with recruiting to grow the team as volume scales. Own onboarding so new team members ramp quickly, consistently, and with the right habits from day one. Clinician-Centered Culture — Model the patience, empathy, and communication standard expected from the team. The reps are supporting non-technical users who are mid-patient-care when things go wrong. That context should shape every coaching conversation.
Required Qualifications
5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare
People leadership track record — experience coaching Support Specialists through performance issues, developing high-performers, and building team culture intentionally
Process orientation — experience building or overhauling a support workflow and having opinions about what good triage, escalation, and documentation look like
Proven L2 technical chops — ability to diagnose root causes, write a coherent bug report, and hold a conversation with engineering
Communication range — clear with the team, credible with engineering, and plain-spoken with clinicians who don't have time for jargon
Zendesk proficiency — or a comparable platform; managing within the tooling is expected
The Non-Negotiable Bar
This role requires leading a support team, not just managing one. The difference between coaching someone through a hard ticket and just taking it over is understood, and the default is to coach. The player-coach balance can be held without letting either half slip.
Genuine patience is brought to the work, because the team is supporting people in one of the most stressful environments: healthcare, and that standard starts with this role.