Manager, Customer Support

Nestmed; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

Nestmed is seeking a Manager of Customer Support to lead a Technical Customer Support Specialists team and serve as the technical escalation layer for complex issues in our AI documentation platform used by clinicians across health agencies.

You'll set the standards for excellent support, develop scalable processes, and build a high-performing team that delivers consistent, empathetic service to healthcare clients.

Qualifications

• 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS.
• Proven people leadership track record; coach, develop, and build team culture with intention.
• Process orientation with experience redesigning support workflows and triage/escalation processes.
• Proven L2 technical chops; diagnose root causes, write bug reports, and discuss with engineering.
• Clinical context familiarity with home health workflows, EHR/EMR systems or intake/charting environments.
• Strong communication; clear with team, credible with engineering, plain-spoken with clinicians.

Responsibilities

• Lead, coach, and develop a team of Technical Customer Support Specialists; conduct structured 1:1s and feedback.
• Handle complex, high-sensitivity tickets as the escalation bridge between support and engineering.
• Own escalation paths, triage frameworks, templates, and SLAs to maintain high quality.
• Define and track team KPIs: response time, resolution rate, CSAT, escalation volume; surface insights to leadership.
• Collaborate with Product, Engineering, and Implementation to close loops on systemic issues; advocate for product improvements.
• Partner with recruiting to grow the team and own onboarding for rapid ramp-up.
• Model patient-centric empathy so reps support non-technical users during critical care moments.

Skills

5+ years

Team management

People leadership

Process orientation

L2 technical chops

Clinical context

Clear communication

Zendesk proficiency

Tools

Zendesk

Job description

Nestmed's AI documentation platform is used by clinicians across 60+ home health agencies, and when something breaks, our support team is the first call. As Manager of Customer Support, you'll lead a team of Technical Customer Support Specialists while staying hands-on as the technical escalation layer for the most complex issues that come through the queue. This is a player-coach role: you'll set the bar for what great support looks like at Nestmed, build the processes that get us there, and develop the team that delivers it.

What You'll Do

Team Leadership (50%)

— Manage, coach, and develop a team of Technical Customer Support Specialists. Run structured 1:1s, deliver clear performance feedback, and build a culture where accountability and empathy coexist. You don't just manage the queue, you develop the people working it.

L2 Escalation (30%)

— Step in on complex, unresolved, or high-sensitivity tickets that require deeper technical investigation. You're the bridge between the support team and engineering, translating user-reported issues into actionable bug reports and following through on resolution.

Process & Playbook Development

— Build and maintain the escalation paths, triage frameworks, response templates, and SLA standards that keep the team operating at high quality, even on bad days.

Performance & Metrics

— Implement and own team KPIs: response time, resolution rate, CSAT, escalation volume. Surface insights to the Head of CS and advocate for the resources your team needs to hit them.

Cross-Functional Partnership

— Collaborate with Product, Engineering, and Implementation to close the loop on systemic issues, advocate for product improvements surfaced by support trends, and ensure enterprise clients receive a consistent, high-touch experience.

Hiring & Onboarding

— Partner with recruiting to grow the team as volume scales. Own onboarding so new team members ramp quickly, consistently, and with the right habits from day one.

Clinician-Centered Culture

— Model the patience, empathy, and communication standard you expect from your team. Your reps are supporting non-technical users who are mid-patient-care when things go wrong. That context should shape every coaching conversation you have.

What You Bring

• 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS
• People leadership track record — you've coached Support Specialists through performance issues, developed high-performers, and built team culture intentionally, not accidentally
• Process orientation — you've built or overhauled a support workflow before and have opinions about what good triage, escalation, and documentation look like
• Proven L2 technical chops — you can diagnose root causes, write a coherent bug report, and hold your own in a conversation with engineering
• Clinical context — familiarity with home health workflows, EHR/EMR systems, or intake and charting environments is a strong plus
• Communication range — clear with your team, credible with engineering, and plain-spoken with clinicians who don't have time for jargon
• Zendesk proficiency — or a comparable platform; you're managing in the tooling, not learning it

If you’re passionate about working with high-impact products that solve real-world problems, we’d love to hear from you.