HealthTech Customer Support Manager (Player‑Coach)

Nestmed, Inc.; United States; On-site; USD 105,000 - 115,000; Full time

Job summary

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

You will design escalation paths, implement playbooks, and drive KPIs like response time, resolution rate, CSAT, and escalation volume, ensuring high-quality, clinician-friendly support.

Qualifications

• 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS.
• Proven leadership track record in coaching through performance issues and building team culture.
• Process-focused with strong triage, escalation, and documentation opinions.
• Demonstrated L2 technical troubleshooting and bug-report writing with engineering.
• Clinical context familiarity with home health workflows or EMR/EHR environments is a plus.
• Clear, credible communication with clinicians and engineering; no jargon.
• Experience with Zendesk or comparable support tooling.

Responsibilities

• Lead, coach, and develop a team of Technical Customer Support Specialists.
• Build escalation paths, triage frameworks, templates, and SLAs.
• Own team KPIs: response time, resolution rate, CSAT, escalation volume.
• Handle complex L2 escalations and translate issues into actionable bugs.
• Collaborate with Product, Engineering, and Implementation to fix systemic issues.
• Partner with recruiting to grow the team and own onboarding.

Skills

Team leadership

Coaching & feedback

Process design

Technical escalation

Clinical context

Cross-functional collaboration

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 serve as the technical escalation layer for complex issues in a healthcare SaaS environment.

You will design escalation paths, implement playbooks, and drive KPIs like response time, resolution rate, CSAT, and escalation volume, ensuring high-quality, clinician-friendly support.