Manager, Customer Support

elationhealth; United States; Remote; USD 79,000 - 100,000; Full time

Job summary

elationhealth leads a cloud-based clinical SaaS platform and seeks a Head of Support to drive the customer experience across engineering, product, and operations. You will manage a team of 8–10 specialists, set SLAs, and push data-driven improvements to resolve issues faster and improve outcomes.

The role emphasizes hands-on troubleshooting, cross-functional collaboration, and developing a scalable support model with strong governance and dashboards.

Qualifications

• 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

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

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