Manager, Customer Support

Responsibilities: Lead and develop a team of Technical Customer Support Specialists while serving as the L2 technical escalation point for complex issues. Establish support processes, manage KPIs, and collaborate with Product and Engineering teams to resolve systemic product issues.

Requirements: Requires 5+ years of customer or technical support experience, including at least 2 years managing a team within healthtech or healthcare SaaS. Must possess strong technical diagnostic skills, proficiency in Zendesk, and a proven track record of coaching and developing support staff.

Key skills: Team Leadership, Technical Support Management, Process Development, KPI Management, L2 Technical Escalation, Cross-Functional Collaboration, Hiring and Onboarding, Zendesk, Root Cause Analysis, Bug Reporting, Healthcare SaaS, Clinical Workflow Knowledge

Keywords: Healthtech, Healthcare SaaS, Zendesk, L2 Support, CSAT, SLA, EHR, EMR, Home Health, AI Platform, Triage Frameworks, Technical Support, Customer Success, KPIs, Bug Reports