Head of Support Operations & Product Insights

Elation Health, Inc.; United States; Remote; USD 78,000 - 99,000; Full time

Job summary

Elation Health, Inc. is seeking a Manager, Customer Support to lead a high-performing team of Support Specialists and Support Engineers.

You will treat support as a product, using data to diagnose friction and design experiments to improve resolution speed and quality. You will own the support experience, partnering with Engineering, Product, and Customer Operations to translate insights into product improvements and to build analytics that make performance visible and actionable.

Qualifications

• 5+ years in technical support, customer success operations, or technical account management, with at least 2 years managing people.
• Proven track record managing to SLAs in a technical support or customer operations environment.
• Experience with technical products (SaaS, B2B software, healthcare tech preferred) where support requires genuine technical troubleshooting.

Responsibilities

• Lead a high-performing team of 8–10 Support Specialists and Support Engineers; manage hiring, onboarding, development, performance, retention.
• Oversee case triage, routing, escalation, and QA for AI-assisted resolution; ensure SLA adherence and high-quality outcomes.
• Build dashboards, KPIs, and regular reviews to surface patterns, drive improvements, and inform Product/Engineering.
• Collaborate with Engineering Managers and Customer Operations to align support with product decisions and service standards.
• Identify inefficiencies, implement tooling or automation, and maintain a comprehensive support playbook.

Skills

Team leadership

SLA management

Data analytics

AI/ML understanding

Cross-functional collaboration

Coaching

Job description

Elation Health, Inc. is seeking a Manager, Customer Support to lead a high-performing team of Support Specialists and Support Engineers.

You will treat support as a product, using data to diagnose friction and design experiments to improve resolution speed and quality. You will own the support experience, partnering with Engineering, Product, and Customer Operations to translate insights into product improvements and to build analytics that make performance visible and actionable.