Customer Support Lead

Roger Healthcare•San Francisco, CA

14h•$120,000 - $160,000

About The Position

Roger is an AI platform that frees home health clinicians from paperwork so they can focus on what matters: delivering life-changing care to our most vulnerable elderly patients in the comfort of their homes. Backed by leading healthcare investors like SignalFire, we've powered millions of visits, deployed to thousands of clinicians, and we're just getting started. In an industry full of legacy players and clunky software, we win on service. Clinicians love us because when they need help, we are fast, sharp, and human. That reputation is one of our biggest competitive advantages, and this role exists to protect and scale it. This isn't a "manage the queue" position. You'll be equal parts people leader, operator, and analyst: leading the team day to day while constantly asking where the biggest opportunities are to reduce support volume, improve the product, and build self-serve infrastructure that lets clinicians solve problems on their own. This is a high-ownership role with real impact. As Roger scales, you'll have the opportunity to grow the team and grow into a broader customer experience leadership role.

Requirements

5+ years in customer support or customer experience at a B2B SaaS company, with at least 1-2 years leading a team.
Experience at a fast-growing startup, ideally seed to Series B.
Highly analytical. You set up processes, track everything, and let the numbers guide where you focus.
Deep familiarity with Zendesk and a genuine excitement for building automations.
Exceptional written and verbal communication. You're comfortable on the phone, over text, and in writing every day.
A bias toward getting ahead of problems rather than just clearing the queue.
High ownership mentality and comfort operating in ambiguity.

Nice To Haves

Familiarity with healthcare or home health.
Experience building self-serve support infrastructure from the ground up.

Responsibilities

Lead and grow the team. Manage, coach, and develop a team of customer support representatives. Own hiring, training, and onboarding as the team scales.
Keep service exceptionally fast. Own SLAs and keep response and resolution times best-in-class. Ensure the team operates as efficiently as possible without sacrificing quality.
Build the support engine. Design and continuously improve processes, workflows, and tooling in Zendesk. Create automations that remove repetitive work and speed up resolution.
Turn support into insight. Constantly analyze where the biggest opportunities are to reduce support queries, surfacing trends to the product and customer success teams to drive fixes at the root.
Build self-serve infrastructure. Develop a robust self-serve layer (help center, documentation, in-product guidance) so clinicians can solve more on their own.
Stay close to clinicians. Be comfortable texting and calling customers daily. Lead by example on what great, human support looks like.