Lead Client Support Analyst

Job Summary

Owning the operational backbone of the Client Support team, the full-time Lead Client Support Analyst will manage daily operations, ensure high-quality support delivery, and provide hands-on coverage for complex client issues in a fully remote setting.

Key responsibilities

• Oversee daily Client Support queue health, quality assurance programs, and team standups
• Coach and develop team members while monitoring performance and facilitating training sessions
• Handle complex client issues directly and maintain deep expertise across SmarterDx applications

Required qualifications

• 7+ years of experience in technical support, customer service, or support operations, preferably in healthcare technology or SaaS
• Proven ownership of support operations, including queue management and quality programs
• Strong experience in quality assurance or audit programs, coaching, and process improvement
• Proficiency in Zendesk, Jira, or similar ticketing tools, including administrative functions
• Ability to work independently in a remote environment and manage time effectively under pressure