Customer Technical Support Manager

TEEMA; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Remote work environment

Equity participation

Comprehensive benefits

Job summary

TEEMA is partnering with a fast-growing, AI-centered healthcare technology client to hire a hands-on Manager of Customer Support. You will lead a team of 8–10 Support Specialists and Engineers, guiding day-to-day triage, escalation, and performance coaching.

This remote role emphasizes building playbooks, improving processes, and partnering with Product and Engineering to shape AI-enabled support. You’ll balance delivering strong case results with long-term operations improvements across Pacific

Qualifications

• 3+ years directly managing a technical support team, including hiring, coaching and managing performance issues, ideally leading a remote team

Responsibilities

• Lead a team of 8-10 Support Specialists and Engineers, with weekly 1:1s focused on skill development and case quality
• Own day-to-day case triage, routing and escalation, partnering with Engineering on complex issues
• Drive the team to hit targets on case volume, resolution time, backlog and CSAT
• Spot recurring cases and tooling gaps, turning them into recommendations for leadership

Skills

People management

SaaS support

AI in support

Performance coaching

Remote leadership

Job description

Our client is a fast-growing, AI-centered healthcare technology company on a mission to make life easier for independent medical practices. Their cloud-based platform brings clinical records, patient engagement and billing together in one system used by tens of thousands of clinicians. Founded over a decade ago, the company has a proven product and customer base, and still moves at the pace of a business that ships new code every day.

Support sits inside Product and works closely with Engineering. The team is moving from reactive support toward getting ahead of issues, and AI already handles simpler cases. They're hiring a hands‑on Manager of Customer Support to lead a team of Support Specialists and Engineers.

This role balances two things: driving the team to deliver strong results on today's cases, and making the time to improve how the work gets done. You'll know your team, your metrics and your casework well enough to spot where the system breaks down, and you'll help leadership fix it.

What you will be doing:

Lead and Develop the Team

• Manage a team of 8-10 Support Specialists and Engineers, with weekly 1:1s focused on real skill development and case quality
• Hold a high performance bar: set clear expectations, have direct conversations when someone isn't meeting them, and help people recover and grow
• Lead effectively as the team flexes between roughly 6 and 10 people

Run Daily Operations

• Own day-to-day case triage, routing and escalation, including partnering with Engineering on complex issues
• Drive the team to hit targets on case volume, resolution time, backlog and customer satisfaction
• Know your metrics, from case inflow and outflow to resolution time, and elevate the right signals when the team is off track

Improve the System

• Spot recurring cases, escalations and tooling gaps, and turn them into clear recommendations for leadership
• When the queue allows, shift the team's energy into work that reduces cases and improves the process
• Build out and evolve the team's playbook, bringing your people along on changes

What you must have:

• 3+ years directly managing a technical support team, including hiring, coaching and managing performance issues, ideally leading a remote team across Pacific to Eastern time zones
• Experience working through real performance problems, including difficult conversations, with a relationship-first style that still holds people to a high standard
• Experience leading ongoing, post-go-live technical support for a SaaS product
• Hands‑on ownership of case triage, routing and escalation, partnering with Engineering on complex issues
• A track record of improving a support process, workflow or tool, with measurable results, while still hitting daily targets
• Fluency in support metrics and SLAs, including case volume, resolution time, backlog and CSAT, and knowing what to elevate when the team falls short
• Comfort with AI in a support environment: you use AI or automation in your workflow and can explain how it helps the whole team, not just you
• Clear, direct communication, with specific examples of your work and its impact

Nice to have:

• Healthcare technology experience; EHR experience is a strong plus
• Experience supporting small and medium‑sized practices or businesses

Why Consider This Opportunity?

• Join an established, growing SaaS business with an established customer base.
• Work closely with Product and Engineering, with a meaningful voice in product improvements.
• Lead a technical team through an ongoing evolution of its support model.
• Help shape how AI and automation are incorporated into customer support.
• Remote work environment.
• Competitive compensation, equity and comprehensive benefits.

If you're a people‑focused support leader who enjoys developing teams, improving operations and working closely with Product and Engineering, we'd like to hear from you.