Customer Support Manager

Job Summary

Leading a team of Technical Customer Support Specialists, the full-time Manager of Customer Support will develop processes, manage performance metrics, and provide technical escalation support while working remotely.

Key responsibilities

• Manage, coach, and develop a team of Technical Customer Support Specialists, fostering a culture of accountability and empathy
• Build and maintain escalation paths, triage frameworks, and response templates to ensure high-quality support operations
• Implement and own team KPIs, advocating for necessary resources to meet performance goals

Required qualifications

• 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS
• Proven track record in people leadership, coaching Support Specialists, and intentionally building team culture
• Experience in process development, including building or overhauling support workflows
• Strong technical skills for diagnosing issues and writing bug reports, with familiarity in engineering discussions
• Proficiency in Zendesk or a comparable support platform