Account Management Customer Support Manager

Ritten; Philadelphia (Philadelphia County); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Healthcare benefits

Job summary

Ritten is seeking a proactive Customer Support Manager to join our hybrid team and be a primary contact for customers on our EHR and practice management platform. You will manage support tickets, troubleshoot product questions, and work closely with Product and Account Management to resolve issues quickly while ensuring a high-quality customer experience.

This role is ideal for someone early in their career with 1–2 years in a customer-facing role, who enjoys multitasking and problem-solving in

Qualifications

• 1–2 years of experience in customer support or related roles.
• Excellent written and verbal communication skills.
• Ability to multitask and stay organized in a high-volume support environment.
• Interest in healthcare technology or SaaS is a plus.

Responsibilities

• Manage and respond to incoming customer support tickets through our support platform.
• Provide timely, clear, and friendly support to clinicians and administrative users.
• Troubleshoot basic technical and product-related questions, escalating complex issues as needed.
• Partner with the Product team to communicate customer feedback and recurring support themes.
• Collaborate with the Account Management team to ensure customer needs are addressed efficiently.
• Prioritize multiple requests while meeting response and resolution goals.
• Contribute to internal documentation, FAQs, and support process improvements.

Skills

Communication skills

Multitasking

Cross-functional collaboration

Detail-oriented

Tools

HubSpot

Job description

Customer Support Manager

Account Management

Full-time

Hybrid

We’re looking for a proactive and customer-focused Customer Support Manager to join our growing team and serve as a key point of contact for our customers. In this role, you’ll manage support tickets, troubleshoot product and technical questions, and collaborate cross-functionally with Product and Account Management teams to ensure customers receive timely, high-quality support throughout their experience with our platform.

About Ritten

Ritten is building the next generation of Electronic Health Records (EHR) and practice management toolsfor Behavioral Health providers. We empower clinicians and admin teams with intuitive software thatsimplifies care delivery, improves outcomes, and supports sustainable growth. Backed by top-tierinvestors, we’re scaling quickly and on a mission to transform behavioral heal

Role Overview

As a Customer Support Manager at Ritten, you will be on the front lines of helping customers succeedwith our platform. You’ll manage customer support tickets, troubleshoot product questions, and workclosely with internal teams—including Product and Account Management—to ensure issues are resolvedquickly and customers feel supported every step of the way.This role is ideal for someone early in their career with 1–2 years of experience in a customer-facing orsupport role, who enjoys multitasking, problem-solving, and working in a fast-paced environment.This position reports directly to the Senior Director of Account Management and Support.

What You’ll Do

• Manage and respond to incoming customer support tickets through our support platform
• Provide timely, clear, and friendly support to clinicians and administrative users
• Troubleshoot basic technical and product-related questions, escalating complex issues as needed
• Partner with the Product team to communicate customer feedback and recurring support themes
• Collaborate with the Account Management team to ensure customer needs are addressedefficiently
• Prioritize multiple requests while meeting response and resolution goals
• Contribute to internal documentation, FAQs, and support process improvementsHelp maintain accurate ticket notes and customer records in systems like HubSpot or other tools

What We’re Looking For

• 1–2 years of experience in Customer Support, Customer Success, Retail, Hospitality, or anothercustomer-facing role
• Strong written and verbal communication skills
• Ability to multitask and stay organized in a high-volume support environment
• Comfortable working cross-functionally with teams such as Product or Account Management
• Strong attention to detail and a problem-solving mindset
• Interest in healthcare technology or SaaS is a plus (but not required)

Compensation

We offer competitive compensation packages, including strong cash salaries benchmarked against topstartups at our stage, along with comprehensive healthcare benefits.

Location / Work Policy

We’re a hybrid-friendly company with an expectation of about 1–2 days per week in the office foret employees located near New York City, Philadelphia, Denver, or Washington, D.C.