Manager, Customer Success

PracticeTek; San Diego (CA); Hybrid; USD 68,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) with company match

Bonuses or equity

Job summary

PracticeTek in San Diego, CA is seeking a senior customer support leader to guide a high-performing team delivering exceptional service for a fast-growing SaaS healthcare platform. You’ll shape support processes, partner with Product, Engineering and Customer Success, and drive initiatives that reduce response times and improve patient outcomes.

You bring 4+ years in customer support with 1–2 years in leadership, strong knowledge of Zendesk and Intercom, and a data-driven mindset.

Qualifications

• 4+ years in customer support, with 1–2 years in a leadership or management role.
• Proven ability to lead and develop support teams in a fast-growth environment.
• Strong understanding of support tools and ticketing workflows.
• Data-driven mindset with metrics to improve team performance and outcomes.
• Excellent communication and problem-solving skills; inclusive collaboration.

Responsibilities

• Lead and develop a high-performing customer support team, ensuring exceptional service.
• Establish and optimize support processes to improve response times and satisfaction.
• Partner cross-functionally with Product, Engineering, and Customer Success to resolve issues.
• Monitor metrics and team performance, driving efficiency and scalability.
• Foster a customer-centric culture with clear communication and accountability.

Skills

Leadership

Coaching

Data-driven mindset

Communication

Problem solving

Tools

Zendesk

Intercom

Job description

About PracticeTek

Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go!

We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in‑class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.

We believe in showing up with consistent care, staying always ahead, keeping our approach market‑in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.

At PracticeTek, you’ll get to:

Shape the future of healthcare with technology solutions that are always evolving to meet real‑world needs.

Team up with passionate, talented people who care deeply about patients, providers, and making a difference.

See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone.

Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

For REMOTE roles, use this verbiage: We’re excited to consider remote candidates for this role! That said, if you’re based in Las Vegas, NV; Green Bay, WI; or San Diego, CA, you’ll enjoy a dynamic hybrid setup. spending three days each week collaborating in the office and the rest working from wherever you’re most productive.

Why You’ll Love It Here

As part of the TekTribe, you’ll enjoy:

Comprehensive health, dental, and vision coverage options

Wellness benefits that support lifestyle, behavioral health, and overall wellbeing

Flexible paid time off, sick time, and 10 company‑paid holidays

401(k) plan with company match to help you build your future

Culture Committee driving initiatives that spark connection, fun, and belonging

A workplace powered by innovation, collaboration, and energy every day

What You’ll Do

Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner:

• Lead and develop a high-performing customer support team, ensuring consistent delivery of exceptional service and a seamless customer experience
• Establish and optimize support processes that improve response times, resolution quality, and overall customer satisfaction
• Partner cross-functionally with Product, Engineering, and Customer Success to resolve issues, elevate trends, and improve the customer journey
• Monitor support metrics and team performance, proactively identifying opportunities to improve efficiency, quality, and scalability
• Build a customer-centric culture that prioritizes clear communication, accountability, and continuous improvement

How Success is Measured

Here’s how we’ll know you’re making an impact and raising the bar:

• Customer satisfaction (CSAT): ≥90% positive feedback
• Average first response and resolution times meet or exceed defined SLAs
• Support ticket backlog maintained within target thresholds
• Hiring manager and cross‑functional partner satisfaction: ≥4.5/5
• Team performance against productivity and quality benchmarks

What You Bring

Your unique talents are what make you shine. For this role, success looks like:

• 4+ years of experience in customer support, with at least 1–2 years in a leadership or management role, preferably in a SaaS environment
• Proven ability to lead, coach, and develop support teams in a fast‑paced, high‑growth environment
• Strong understanding of support tools (e.g., Zendesk, Intercom) and ticketing workflows
• Data‑driven mindset with experience using metrics to improve team performance and customer outcomes
• Excellent communication and problem‑solving skills, with a focus on delivering a high‑quality customer experience
• Commitment to building inclusive teams and maintaining compliance with company policies and applicable regulations

Ready to Join?

If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better.Together.

The Fine Print (That Really Matters)

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between [68,000-85,000]. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.

PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.