Note: The job is a remote job and is open to candidates in USA. Nestmed is an innovative company focused on transforming healthcare documentation through an AI platform. The Manager of Customer Support will lead a team of Technical Customer Support Specialists, ensuring high-quality support and developing processes to enhance team performance.
Responsibilities
- Manage, coach, and develop a team of Technical Customer Support Specialists
- Run structured 1:1s, deliver clear performance feedback, and build a culture where accountability and empathy coexist
- Build and maintain the escalation paths, triage frameworks, response templates, and SLA standards that keep the team operating at high quality, even on bad days
- Implement and own team KPIs: response time, resolution rate, CSAT, escalation volume
- Surface insights to the Head of CS and advocate for the resources your team needs to hit them
- Step in on complex, unresolved, or high-sensitivity tickets that require deeper technical investigation
- Translate user-reported issues into actionable bug reports and follow through on resolution
- 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 so new team members ramp quickly, consistently, and with the right habits from day one
- Model the patience, empathy, and communication standard you expect from your team
Skills
- 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS
- People leadership track record — you've coached Support Specialists through performance issues, developed high-performers, and built team culture intentionally, not accidentally
- Process orientation — you've built or overhauled a support workflow before and have opinions about what good triage, escalation, and documentation look like
- Proven L2 technical chops — you can diagnose root causes, write a coherent bug report, and hold your own in a conversation with engineering
- Communication range — clear with your team, credible with engineering, and plain-spoken with clinicians who don't have time for jargon
- Zendesk proficiency — or a comparable platform; you're managing in the tooling, not learning it
- Clinical context — familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
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