Senior Support Manager

Job Summary

A company is looking for a Senior Support Manager to oversee the support function and client relationships in a remote setting.

Key Responsibilities

• Own and lead the support function, ensuring effective processes and client experience
• Handle complex support tickets and collaborate with engineering to resolve issues
• Design and manage a 24/7 coverage model, including vendor relationships and performance management

Required Qualifications

• 5+ years in customer or technical support at a B2B SaaS company, with experience in healthcare
• Proven experience in building support operations infrastructure and managing vendor relationships
• Hands-on experience with outsourced support vendors for after-hours coverage
• Technical proficiency with support tools like JIRA, HubSpot, or equivalent
• Experience in early-stage startups is preferred