Manager, Customer Support; REMOTE

Job Title: Manager, Customer Support
Job :90519
Location: USA / Canada – Remote
Salary: $110,000-$140,000 + equity

Overview:
Our client is a fast-growing, AI-centered healthcare technology company on a mission to make life easier for independent medical practices. Their cloud-based platform brings clinical records, patient engagement and billing together in one system used by tens of thousands of clinicians. Founded over a decade ago, the company has a proven product and customer base, and still moves at the pace of a business that ships new code every day.

Support sits inside Product and works closely with Engineering. The team is moving from reactive support toward getting ahead of issues, and AI already handles simpler cases. They're hiring a hands-on Manager of Customer Support to lead a team of Support Specialists and Engineers. This role balances two things: driving the team to deliver strong results on today's cases, and making the time to improve how the work gets done.

You'll know your team, your metrics and your casework well enough to spot where the system breaks down, and you'll help leadership fix it.

• Manage a team of 8-10 Support Specialists and Engineers, with weekly 1:1s focused on real skill development and case quality
• Hold a high performance bar: set clear expectations, have direct conversations when someone isn't meeting them, and help people recover and grow
• Lead effectively as the team flexes between roughly 6 and 10 people

• Own day-to-day case triage, routing and escalation, including partnering with Engineering on complex issues
• Drive the team to hit targets on case volume, resolution time, backlog and customer satisfaction
• Know your metrics, from case inflow and outflow to resolution time, and elevate the right signals when the team is off track

• Spot recurring cases, escalations and tooling gaps, and turn them into clear recommendations for leadership
• When the queue allows, shift the team's energy into work that reduces cases and improves the process
• Build out and evolve the team's playbook, bringing your people along on changes

• 3+ years directly managing a technical support team, including hiring, coaching and managing performance issues, ideally leading a remote team across Pacific to Eastern time zones
• Experience working through real performance problems, including difficult conversations, with a relationship-first style that still holds people to a high standard
• Experience leading ongoing, post-go-live technical support for a SaaS product
• Hands-on ownership of case triage, routing and escalation, partnering with Engineering on complex issues
• A track record of improving a support process, workflow or tool, with measurable results, while still hitting daily targets
• Fluency in support metrics and SLAs, including case volume, resolution time, backlog and CSAT, and knowing what to elevate when the team falls short
• Comfort with AI in a support environment: you use AI or automation in your workflow and can explain how it helps the whole team, not just you
• Clear, direct communication, with specific examples of your work and its impact

• Healthcare technology experience; EHR experience is a strong plus
• Experience supporting small and medium-sized practices or businesses