SaaS Support & Operations Lead (Hybrid, Austin)

Healthcare Recruiters International; Austin (TX); Hybrid; USD 80,000 - 105,000; Full time

Job summary

Healthcare Recruiters International is seeking a Commercial Support Manager in Austin, TX. This hybrid role oversees day‑to‑day customer support operations for a fast-growing healthcare SaaS platform, managing agents, monitoring metrics, and coordinating with product, engineering, and accounts teams to ensure high-quality service for both B2B and individual users.

You will drive process improvements, document workflows, and enforce HIPAA-compliant data handling while partnering with leadership

Qualifications

• 5+ years of experience in customer support.
• Experience working for a Startup.
• Experience supporting SaaS, digital health, or technology products.
• Strong communication and problem solving skills.
• Strong organizational skills.
• Experience managing all components of the customer support function.
• Familiarity with support metrics, ticketing systems and customer satisfaction tracking.
• Comfortable working in a fast-paced, high growth environment.

Responsibilities

• Respond to customer inquiries across multiple channels (email, chat, in-app, phone) with professionalism, empathy and accuracy.
• Handle high priority or complex support requests, including technical troubleshooting & escalated issues.
• Ensure timely resolution of tickets in alignment with internal SLAs and service standards.
• Identify reoccurring issues or inefficiencies in support workflows and suggest improvements to leadership.
• Help document and refine internal processes, troubleshooting guides, and macros to support team efficiency.
• Follow established protocols to ensure accurate, secure, and HIPPA- compliant handling of user data.
• Participate in quality assurance reviews to uphold service standards and support team consistency.
• Flag potential gaps in knowledge or support coverage for team discussion and resolution.
• Utilize customer support platforms to manage tickets and tag issues effectively.
• Assist with basic platform configurations, such as updating ticket fields, macros, or automation rules.
• Use support data to spot trends, such as product issues or customer pain points, and share insights with team leads.
• Collaborate with product, engineering, and account teams to report bugs, user feedback, or urgent customer issues.
• Act as a knowledge resource for newer support team members and help field support questions when needed.

Skills

Customer support experience

Startup experience

SaaS & digital health

Communication skills

Problem solving

Organizational skills

Customer support leadership

Support metrics

Ticketing systems

CSAT tracking

Fast-paced environment

Job description

Healthcare Recruiters International is seeking a Commercial Support Manager in Austin, TX. This hybrid role oversees day‑to‑day customer support operations for a fast-growing healthcare SaaS platform, managing agents, monitoring metrics, and coordinating with product, engineering, and accounts teams to ensure high-quality service for both B2B and individual users.

You will drive process improvements, document workflows, and enforce HIPAA-compliant data handling while partnering with leadership