Customer Support Lead

Gethealthspan; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company revolutionizing healthcare delivery through a longevity-focused telemedicine platform. As a Support Manager, you will lead customer support operations, ensuring patients receive exceptional care while navigating innovative telehealth solutions. This role offers a unique opportunity to impact health optimization and longevity, contributing to a transformative mission. With a commitment to professional growth, you will thrive in an environment that values innovation and problem-solving. If you're passionate about making a difference in healthcare, this position is your chance to shine.

Benefits

Opportunities for professional growth

Collaborative and inclusive environment

401k

Insurance

Unlimited Vacation

Qualifications

• 3-5 years in customer support or service management, preferably in tech.
• Hands-on experience with Zendesk and optimizing support operations.

Responsibilities

• Lead and optimize customer support operations for exceptional care.
• Analyze support metrics to drive continuous improvement.

Skills

Customer Service Principles

Problem-Solving Skills

Team Management

Communication Skills

Analytical Skills

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Science

Bachelor’s degree in Business

Tools

Zendesk

Salesforce

Freshdesk

Job description

About Us:

At Healthspan, we are changing healthcare delivery through our longevity-focused telemedicine platform. We specialize in interventions targeting cellular senescence and mTOR pathways, based on the pioneering research of Dr. Mikhail Blagosklonny. Our mission is to optimize human performance and cellular function, empowering patients to control aging and prevent age-related chronic diseases.

Description:

We are seeking a highly motivated and experienced Support Manager to join our team in the telehealth longevity space. In this role, you will be responsible for leading and optimizing our customer support operations, ensuring that our patients and clients receive exceptional care and guidance as they navigate our innovative telehealth solutions designed to extend and enhance life. You will play a crucial role in maintaining our commitment to delivering personalized, responsive, and effective support, helping our users achieve their health and wellness goals.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field.
• Minimum of 3-5 years of experience in a customer support or service management role, preferably in a software or technology company.
• Proven experience managing and optimizing customer support operations, with at least 2 years of hands-on experience with Zendesk.
• Strong understanding of customer service principles and practices, with a demonstrated ability to handle complex customer issues and escalations.
• Experience in team management, including performance management, coaching, and professional development.
• Familiarity with software development processes and the ability to communicate effectively with technical teams.
• Excellent problem-solving skills and the ability to think strategically about improving support processes.
• Strong communication and interpersonal skills, with the ability to build positive relationships with customers, stakeholders, and team members.
• Ability to analyze support metrics and generate reports to drive continuous improvement in service delivery.
• Experience in managing or implementing customer support tools and systems, including CRM integrations, knowledge bases, and automated workflows.

Preferred Skills:

• Certification or advanced training in Zendesk administration.
• Build and maintain team to take a continuous improvement approach to day-to-day activities and support operations.
• Partnering with leadership team to continually iterate on team process, function, communication, collaboration, and quality.
• Act as a communication hub between the internal engineering team and the customer-facing leadership team to identify needs which are not being addressed.
• Make real-time decisions on triaging support demand and managing incident-related customer communication in addition to leading customer-facing portion of incident post-mortems with engineering.
• Experience in developing and managing self-service support solutions such as FAQs, knowledge bases, and online communities.
• Familiarity with other customer support platforms and tools such as Salesforce, Freshdesk, or similar.
• Experience in managing multi-channel support (email, chat, phone, social media).
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.
• While this role is focused on customer support, an interest in the science of longevity and healthcare innovation will help you align with our mission and contribute meaningfully to our team. Understanding the scientific foundations of our services will enhance your ability to communicate with patients and support their health journeys.

Professional Growth Opportunities:

This role offers more than just a job; it's a career-defining opportunity. As Healthspan continues to grow, you will have the chance to advance in title, compensation, and responsibility. By joining our team, you’ll not only influence our strategic direction but also expand your skills in a thriving environment that values autonomy, craftsmanship, and leadership. Whether you’re looking to become a key decision-maker in digital health or aiming to excel in a senior management position, Healthspan provides the pathway to achieve your professional goals. This role is designed for those who seek to make a mark in their career while contributing to a significant cause.

Our Culture at Healthspan:

At Healthspan, leadership is not a role or title—it's an action. Every team member is empowered to take the lead on initiatives, prioritizing innovation and problem-solving at the forefront of our operations. As a startup with an ambitious mission, these qualities are not just valued; they are essential.

We are also deeply committed to the quality of our work. We are all working on honing our crafts. In doing so, we are not only seeking to achieve excellence in our outputs but also foster personal and professional growth. This attention to detail ensures that we continuously push the boundaries of the value that we can provide to our patients and the broader field of longevity medicine.

A growth mindset is the cornerstone of our team dynamic. At Healthspan, being adaptable, continuously learning, and embracing challenges are crucial for success. We seek individuals who are not only skilled but are also dedicated to personal development and are eager to contribute to our collective mission.

Lastly, our foundational purpose is to serve our patients. Healthspan was inspired by a personal health crisis experienced by our founder, which drives our commitment to deliver the highest possible value through our programs. Every aspect of our work is focused on enhancing patient care and outcomes.

Why Healthspan?

By joining Healthspan you will be joining a team that is advancing longevity science. At Healthspan, your work directly contributes to connecting individuals with cutting-edge solutions to optimize their health. You'll be joining at an early stage, allowing you to significantly impact our growth trajectory and experience substantial personal and professional growth alongside our company. This is a unique opportunity to be at the forefront of a revolutionary shift in healthcare, where your efforts help shape the future of health optimization and longevity.

What We Offer:

• Opportunities for professional growth.
• Collaborative and inclusive environment.
• Being part of a transformative healthcare mission.
• 401k
• Insurance
• Unlimited Vacation

Required Video Assignment for Applicants:

Please record a video (in addition to your resume and cover letter) answering the following questions (3-4 minutes max). Upload as an unlisted video to YouTube and share the link in the application:

• Why are you interested in this position?
• What is your ideal work environment?
• What are you really good at professionally?
• What are you not good at or not interested in doing professionally?
• Where do you see yourself in 5 years in terms of career?