Manager, Customer Support
About The Position
Nestmed is seeking a Manager of Customer Support to lead their Technical Customer Support Specialists. This role involves managing, coaching, and developing the support team, while also serving as the technical escalation point for complex issues. The ideal candidate will establish high standards for support, build efficient processes, and foster a culture of accountability and empathy. This is a player-coach position where the manager will be hands-on with technical escalations and cross-functional collaboration. The company's AI documentation platform is used by clinicians in over 60 home health agencies. The support team is the primary point of contact when issues arise. The role requires a strong understanding of healthcare workflows and the ability to translate user issues into actionable feedback for the engineering team. Building and maintaining escalation paths, triage frameworks, response templates, and SLA standards are key responsibilities. The manager will also own team KPIs, partner with recruiting for hiring, and ensure new team members are onboarded effectively. A clinician-centered culture, emphasizing patience and empathy, is paramount, as the team supports users in a high-stress environment.
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
- Clinical context: 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.
- Advocate for product improvements surfaced by support trends.
- Ensure enterprise clients receive a consistent, high-touch experience.
- Partner with recruiting to grow the team as volume scales.
- Own onboarding for new team members.
- Model patience, empathy, and communication standards for the team.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
