Technical Customer Support Manager

Humata Health, Inc-posted 3 months ago
Full-time • Mid Level
Winter Park, FL
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Humata Health Inc. is seeking a Technical Support Manager to lead and scale our support team. This role will oversee ticketing systems, escalation pathways, and SLAs, while driving an AI-driven support strategy to improve efficiency and customer experience. The ideal candidate has a proven track record managing support teams in complex, high-growth environments—preferably in health tech—along with strong leadership, collaboration, and data-driven problem-solving skills.

  • Lead and scale support team to deliver world-class technical support.
  • Comfortable evaluating current ticketing system and deploying new technology, if appropriate, to meet Humata’s goals and objectives.
  • Oversee ticket system (P1, P2, P3, P4 - by severity) and ensure correct and timely response by team of support analysts per SLA.
  • Architect and refine escalation pathways and SOPs to ensure fast, consistent resolution across all support tiers.
  • Build and maintain dashboards for including, but not limited to: real-time tracking of ticket volumes, ticket success rate, analyst performance.
  • Collaborate closely with Product, IT, and Engineering teams to align on support tooling, product feedback loops, and issue triage.
  • Own and evolve an AI-driven support strategy (e.g., chatbots, intelligent routing, predictive deflection tools) to reduce manual effort and ticket volume.
  • Act as the final point of escalation for critical and complex client issues, ensuring resolution and stakeholder confidence.
  • Identify customer pain points (through support ticket analysis) and translate them into actionable insights for product and process improvements.
  • Held accountable to support related SLAs for each Humata customer.
  • Champion a data-driven, customer-first culture that emphasizes accountability, continuous learning, and collaboration.
  • Manage team of Support Analysts.
  • Bachelor's degree in Information Systems, Computer Science, or equivalent combination of education and experience.
  • Five years of experience in technical support, with ongoing expanded leadership responsibilities, and/or management of support analysts.
  • Proven track record of leading support teams in high-growth or complex environments (health tech, preferred).
  • Excellent communication and cross-functional collaboration skills.
  • Demonstrated success in deploying support automation and AI tools to improve operational efficiency.
  • Ability to balance strategic thinking with a hands-on approach.
  • Experience supporting B2B SaaS products in the healthcare or regulated industry.
  • Familiarity with compliance standards such as HIPAA, SOC 2, or HITRUST.
  • Knowledge of ITIL, Six Sigma, or similar service frameworks.
  • Impactful Work: Contribute to innovative solutions that improve healthcare efficiency and patient outcomes.
  • Remote Flexibility: Enjoy working remotely while being part of a collaborative team, with access to our new office in Winter Park, FL.
  • Competitive Compensation: Enjoy competitive base compensation, equity through our Employee Stock Option Plan, and bonus-eligible roles.
  • Comprehensive Benefits: Full benefits package including unlimited PTO and 401k program with employer match.
  • Growth Opportunities: Advance your career in a fast-paced, high-impact environment with ample professional development.
  • Inclusive Culture: Join a diverse workplace where your ideas and contributions are valued.
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