Healthtech Support Lead: Player-Coach & Escalations

Nestmed, Inc.; Canada; On-site; CAD 110,000 - 125,000; Full time

Job summary

Nestmed, Inc. is seeking a Manager of Customer Support to lead a team of Technical Customer Support Specialists and act as the technical escalation layer for complex issues.

This player-coach role sets the bar for strong support, builds process playbooks, and drives a high-touch experience for enterprise health‑tech clients. You will own coaching, documentation, and collaboration with Product and Engineering to deliver reliable, clinician-friendly support while maintaining empathy for

Qualifications

• 5+ years in customer or technical support.
• 2+ years managing a support team in healthtech or healthcare SaaS.
• Proven ability to diagnose root causes and write bug reports.
• Experience with home health workflows or EHR/EMR systems is a plus.
• Clear communication with clinicians and engineers.

Responsibilities

• Lead and coach a team of Technical Customer Support Specialists.
• Develop escalations paths, triage frameworks, and SLA standards.
• Own team KPIs: response time, resolution rate, CSAT, escalation volume.

Skills

People leadership

Process orientation

L2 technical chops

Clinical context

Communication

Zendesk proficiency

Tools

Zendesk

Job description

Nestmed, Inc. is seeking a Manager of Customer Support to lead a team of Technical Customer Support Specialists and act as the technical escalation layer for complex issues.

This player-coach role sets the bar for strong support, builds process playbooks, and drives a high-touch experience for enterprise health‑tech clients. You will own coaching, documentation, and collaboration with Product and Engineering to deliver reliable, clinician-friendly support while maintaining empathy for