Customer Support Manager

Job Summary

Leading a team of Technical Customer Support Specialists, the full-time remote Customer Support Manager will oversee team performance, develop support processes, and handle complex technical escalations in a healthcare-focused environment.

Key responsibilities

• Manage, coach, and develop a team of Technical Customer Support Specialists, fostering a culture of accountability and empathy
• Build and maintain support processes, including escalation paths and performance metrics, to ensure high-quality service delivery
• Step in on complex technical issues, translating user-reported problems into actionable insights for the engineering team

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, with experience coaching Support Specialists and developing team culture
• Experience building or overhauling support workflows, with a strong understanding of triage, escalation, and documentation best practices
• Technical proficiency in diagnosing issues and writing coherent bug reports, with the ability to communicate effectively with engineering teams
• Familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus