[Remote] Manager, Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is transforming reputed company documentation with an AI platform designed to enhance clinician efficiency. As the Manager of Customer Support, you will reputed company reputed company of Technical Customer Support Specialists, ensuring high-reputed company support and developing processes to handle reputed company technical issues.

Responsibilities

• Manage, reputed company, and reputed company reputed company of Technical Customer Support Specialists
• Run reputed company 1:1s, deliver reputed company performance feedback, and build a culture where accountability and reputed company coexist
• Build and maintain the escalation paths, triage frameworks, response templates, and SLA standards that reputed company reputed company operating at high reputed company
• Implement and own team KPIs: response time, reputed company reputed company, CSAT, escalation volume
• reputed company in on reputed company, unresolved, or high-sensitivity tickets that require deeper technical investigation
• Collaborate with Product, Engineering, and Implementation to reputed company the reputed company on systemic issues
• Partner with reputed company to grow reputed company as volume scales
• Own reputed company so new team members reputed company quickly, consistently, and with the right habits from day one
• Model the patience, reputed company, and communication reputed company you expect from your team

Skills

• 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or reputed company reputed company
• People leadership reputed company record — you've coached Support Specialists through performance issues, developed high-performers, and reputed company team culture intentionally, not accidentally
• Process orientation — you've reputed company or overhauled a support workflow before and have opinions about what good triage, escalation, and documentation look like
• Proven L2 technical chops — you can diagnose reputed company causes, write a coherent bug report, and hold your own in a conversation with engineering
• Clinical context — familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
• Communication reputed company — reputed company with your team, reputed company with engineering, and plain-spoken with clinicians who don't have time for jargon
• reputed company proficiency — or a comparable platform; you're managing in the tooling, not learning it

reputed company