SaaS Customer Support Leader (Remote)

Partners in Digital Health; Atlanta, Northern (GA, KY); Hybrid; USD 140,000 - 180,000; Full time

Job summary

RethinkFirst is seeking a Senior Manager of Customer Support to scale a high-performing Helpdesk for ABA providers using our SaaS platform. You will lead multi-channel support, drive AI-assisted automation, and partner with Product and Engineering to resolve root causes.

In this hands-on leadership role, you will mentor a growing team, define scalable processes, measure key metrics, and ensure timely, empathetic service within SLA commitments across remote U.S. states.

Qualifications

• Bachelor's Degree in Business Administration, Computer Science or similar.
• 8+ years of customer support experience with 2+ years as a Manager or above.
• 5+ years managing SaaS-based customer support organizations; healthcare/ABA platforms preferred.
• Experience with support platforms such as Salesforce, Agentforce and JIRA.
• Proven experience leading teams across multiple channels.
• Demonstratable experience working with AI tools to automate processes.

Responsibilities

• Develop and execute the strategic vision for Customer Support and Helpdesk operations.
• Lead, mentor, and develop Support Specialists.
• Establish scalable support processes focused on speed to resolution.
• Manage multi-channel support including Live Chat, Ticketing, Email, Escalations, Self-Service resources.
• Monitor and improve customer satisfaction metrics (NPS, First Response Time, Resolution Time, SLA).
• Handle high-priority escalations and collaborate with Customer Success to reduce churn.
• Recruit, onboard, coach, and retain top-tier support talent.
• Partner with Product and Engineering to eliminate root causes.
• Develop dashboards and reporting for leadership visibility.
• Collaborate with Engineering, Customer Success, Implementation Services.

Skills

Leadership

Customer-centric

KPI-driven

Analytics

Communication

Problem-solving

Education

Bachelor's Degree

Tools

Salesforce

Agentforce

JIRA

Job description

RethinkFirst is seeking a Senior Manager of Customer Support to scale a high-performing Helpdesk for ABA providers using our SaaS platform. You will lead multi-channel support, drive AI-assisted automation, and partner with Product and Engineering to resolve root causes.

In this hands-on leadership role, you will mentor a growing team, define scalable processes, measure key metrics, and ensure timely, empathetic service within SLA commitments across remote U.S. states.