Manager / Senior Manager, Services Support

We're looking for a Manager / Senior Manager, Services Support to oversee and optimize daily support operations, lead and develop a high-performing support team, and define and track key performance metrics to drive continuous improvement.

Requirements

• 5+ years experience delivering high-quality support services at a technical and/or administrative level (healthcare-oriented technology preferred)
• Proven ability to hire, develop, and retain top talent, fostering a high-performance team culture
• Strong analytical and data-driven mindset with experience tracking and optimizing key support metrics (e.g., first response time, resolution time, case volume)
• Experience in scaling and automating support operations while maintaining a high-touch customer experience
• Experience with customer support platforms, ticketing systems, and AI-powered support tools (e.g., Zendesk, ServiceNow, Salesforce, Intercom)
• Experience in building and optimizing self-service support solutions (e.g., knowledge bases, FAQs, AI chatbots)
• Strong collaboration skills, with the ability to work cross-functionally with teams such as Clinical Applications, Integrations, Equipment & Installations, and Workflow Operations
• Ability to manage multiple priorities, make data-driven decisions, and implement continuous improvement initiatives
• Excellent communication and interpersonal skills, with the ability to build trust and transparency with customers and internal teams

Benefits

• Base salary between $100,000 - $140,000, plus equity, and benefits
• Substance Abuse and Testing policy