Manager, Customer Support

Nestmed

5d • $100,000 - $110,000

About The Position

Nestmed is seeking a Manager of Customer Support to lead their Technical Customer Support Specialists. This role involves managing and coaching the team, developing support processes and playbooks, and handling complex technical escalations. The ideal candidate will foster a clinician-centered culture, emphasizing patience and empathy while supporting users in the healthcare industry. This is a player-coach role requiring both leadership and hands-on technical expertise.

Requirements

• 5+ years in customer or technical support
• At least 2 years managing a support team in healthtech or healthcare SaaS
• People leadership track record: coached Support Specialists through performance issues, developed high-performers, and built team culture intentionally.
• Process orientation: experience building or overhauling a support workflow and understanding of good triage, escalation, and documentation.
• Proven L2 technical chops: ability to diagnose root causes, write coherent bug reports, and engage with engineering.
• Communication range: clear with team, credible with engineering, and plain-spoken with clinicians.
• Zendesk proficiency or comparable platform experience.

Nice To Haves

• Familiarity with home health workflows, EHR/EMR systems, or intake and charting environments.

Responsibilities

• Manage, coach, and develop a team of Technical Customer Support Specialists.
• Run structured 1:1s, deliver clear performance feedback, and build team culture.
• Build and maintain escalation paths, triage frameworks, response templates, and SLA standards.
• Implement and own team KPIs: response time, resolution rate, CSAT, escalation volume.
• Step in on complex, unresolved, or high-sensitivity tickets requiring deeper technical investigation.
• Collaborate with Product, Engineering, and Implementation to close the loop on systemic issues and advocate for product improvements.
• Partner with recruiting to grow the team and own onboarding for new team members.
• Model patience, empathy, and communication standards for the support team.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed