Manager, Customer Support

Nestmed, Inc.; United States; On-site; USD 105,000 - 115,000; Full time

Job summary

Nestmed, Inc. is seeking a Manager of Customer Support to lead a team of Technical Customer Support Specialists and serve as the technical escalation layer for complex issues in a healthcare SaaS environment.

You will design escalation paths, implement playbooks, and drive KPIs like response time, resolution rate, CSAT, and escalation volume, ensuring high-quality, clinician-friendly support.

Qualifications

• 5+ years in customer or technical support, with at least 2 years managing a support team in healthtech or healthcare SaaS.
• Proven leadership track record in coaching through performance issues and building team culture.
• Process-focused with strong triage, escalation, and documentation opinions.
• Demonstrated L2 technical troubleshooting and bug-report writing with engineering.
• Clinical context familiarity with home health workflows or EMR/EHR environments is a plus.
• Clear, credible communication with clinicians and engineering; no jargon.
• Experience with Zendesk or comparable support tooling.

Responsibilities

• Lead, coach, and develop a team of Technical Customer Support Specialists.
• Build escalation paths, triage frameworks, templates, and SLAs.
• Own team KPIs: response time, resolution rate, CSAT, escalation volume.
• Handle complex L2 escalations and translate issues into actionable bugs.
• Collaborate with Product, Engineering, and Implementation to fix systemic issues.
• Partner with recruiting to grow the team and own onboarding.

Skills

Team leadership

Coaching & feedback

Process design

Technical escalation

Clinical context

Cross-functional collaboration

Zendesk proficiency

Tools

Zendesk

Job description

Healthcare documentation is broken. Nestmed is fixing it with an AI platform that gives clinicians their time back.

In just one year, we’ve scaled to support tens of thousands of clinicians across more than a million patient visits. We're now the trusted partner for over 60 home health agencies, including 7 of the top 10 enterprises in the US.

Our founding team—hailing from Stanford, YC, Google, and Meta—is backed by the founders of PayPal and Plaid to build the essential infrastructure for the future of the $500B home healthcare industry.

About The Role

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.

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.

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.

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

The Non-Negotiable Bar

You've led a support team before, not just managed one. You know the difference between coaching someone through a hard ticket and just taking it over, and you default to the former. You can hold the player-coach balance without letting either half slip. You bring genuine patience to the work, because your team is supporting people in one of the most stressful environments there is: healthcare, and that standard starts with you.

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

Compensation Range: $105K - $115K