L1 Client Support Lead & Process Excellence

Cohere Health; United States; On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life & Disability Insurance

401(K) Retirement Plan with Employer</

Match Program

Job summary

Cohere Health is seeking a Sr. Manager for the L1 Client Support team in the United States. You will own end-to-end L1 support, triage tickets, coordinate with cross-functional partners, and drive improvements to SLAs and workflows.

You will lead a team of Client Support Associates, coach performance, manage the CTS board, and implement automation and knowledge base enhancements to improve client satisfaction and resolution times.

Qualifications

• 3-5 years of experience in client support, technical support operations, or customer experience in a healthcare technology or SaaS environment.
• Proven ability to drive operational process improvements or automation initiatives.
• Experience managing SLAs, escalation processes, and support workflows.

Responsibilities

• Lead and manage a team of Client Support Associates with coaching and performance oversight.
• Own the CTS board: ticket triage, assignment, SLA tracking, and escalation to L2/Product/Engineering.
• Drive process improvements to support operations, including automation and knowledge base development.
• Coordinate cross-functionally with Client Success, Product, Engineering, and QA teams to resolve client issues.
• Author and review client-facing communications for ticket responses and status updates.
• Monitor and report on support metrics: ticket volume, SLA adherence, TAT, and closure trends.

Skills

Team leadership

Prioritization

Cross-functional communication

SLA management

Tools

Jira

Confluence

Datadog

Okta

Job description

Cohere Health is seeking a Sr. Manager for the L1 Client Support team in the United States. You will own end-to-end L1 support, triage tickets, coordinate with cross-functional partners, and drive improvements to SLAs and workflows.

You will lead a team of Client Support Associates, coach performance, manage the CTS board, and implement automation and knowledge base enhancements to improve client satisfaction and resolution times.