Manager, Customer Support

elationhealth; United States; Remote; USD 77,000 - 98,000; Full time

Benefits offered by this job

Salary range visibility

Job summary

Elation Health is seeking a leader to head the customer support function for a cloud-based clinical SaaS platform serving independent primary care practices. This role treats support as a product, combining people management, operational rigor, and data-driven experimentation to lift resolution speed, case quality, and upstream product improvements.

You will partner with Engineering, Product, and Customer Operations to translate frontline insights into systemic change, build dashboards, and own

Qualifications

• 5+ years in technical support or customer operations.
• At least 2 years in people management.
• Experience with SaaS or B2B software and troubleshooting.

Responsibilities

• Lead a team of 8–10 support professionals and oversee hiring, onboarding, and performance.
• Manage triage, routing, escalation, and real-time queue health.
• Design experiments to improve time-to-resolution and CSAT, including AI-assisted handling.
• Build KPIs, dashboards, and lead weekly case reviews.
• Maintain the Support playbook and automation roadmap.
• Collaborate with Engineering and Product to embed support insights upstream.

Skills

People leadership

Data analytics

Cross-functional collaboration

Root cause analysis

Coaching

Automation awareness

Tools

Notion

Linear

Salesforce

Intercom

Job description

Role overview

Lead the customer support function for a cloud-based clinical SaaS platform serving independent primary care practices. This role treats support as a product: combining people management, operational rigor, and data-driven experimentation to lift resolution speed, case quality, and upstream product improvements. The position partners closely with Engineering, Product, and Customer Operations to translate frontline insights into systemic change.

Responsibilities

• Manage a team of approximately 8–10 Support Specialists and Support Engineers, owning hiring, onboarding, coaching, performance management, and retention
• Run daily case triage, routing, and escalation workflows; monitor queue health in real time and clear bottlenecks before they reach customers
• Design and execute experiments that improve time-to-resolution, first-contact resolution, and customer satisfaction, while auditing the quality of AI-assisted case handling
• Build dashboards, define KPIs, and lead weekly case reviews to surface patterns and feed prioritized feedback into Engineering and Product roadmaps
• Maintain the Support playbook, documentation standards, and automation roadmap, recommending tooling that increases team leverage
• Partner with Engineering Managers and Customer Operations to keep support context embedded in product decisions and resolve case-driving issues upstream

Requirements

• 5+ years in technical support, customer success operations, or technical account management, including at least 2 years managing people
• Demonstrated track record of meeting SLAs in a technical support or customer operations setting
• Hands-on experience with technical SaaS or B2B software products that require genuine troubleshooting beyond scripted responses
• Data fluency: built dashboards, analyzed trends, and used metrics to drive measurable operational improvements
• Systems-thinking mindset with product management instincts, including root cause analysis and upstream prevention
• Strong coaching skills, cross-functional collaboration experience, and comfort operating with ambiguity in a relatively new support model

Nice to have

• Background in healthcare, health tech, or other regulated industries
• Exposure to AI-assisted support workflows, LLM-based tooling, or quality assurance on automated responses
• Prior individual-contributor experience as a technical support engineer
• Familiarity with Notion, Linear, Salesforce, Intercom, or comparable support and case management platforms

Benefits and work setup

• Salary range of $110,000–140,000 CAD
• Employer is an equal opportunity organization committed to a diverse and inclusive workforce