Senior Client Experience & Support Lead

Cohere Health; Boston (MA); On-site; USD 120,000 - 160,000; Full time

Job summary

Cohere Health in Boston, MA is seeking a Sr. Manager for L1 support to lead the client support team and own end-to-end processes from triage to resolution.

You will drive improvements in SLAs, workflows, and knowledge base development to ensure timely, high-quality client service. You will partner with Product, Engineering, and QA to resolve client-reported issues, communicate status effectively, and scale operations as the business grows.

Qualifications

• 3–5 years in client support or healthcare technology or SaaS.
• Experience with Jira Service Desk or similar ticketing system.
• Proficiency with identity and access management tools such as Okta.
• Strong leadership, prioritization and cross-functional communication.

Responsibilities

• Lead and manage a team of Client Support Associates with coaching and performance oversight.
• Own the CTS board: ticket triage, assignment, SLA tracking, escalation to L2/Product/Engineering.
• Drive process improvements: automation, standardized closures, knowledge base.
• Manage client access requests and user provisioning across platforms.
• Coordinate with Client Success, Product, Engineering, and QA to resolve issues.
• Draft and review client communications for responses and status updates.
• Monitor support metrics: ticket volume, SLA adherence, turnaround time, closures.
• Identify opportunities to improve client support experience through tooling and docs.

Skills

Team leadership

Jira Service Desk

Okta

Cross-functional communication

SLA management

Healthcare IT experience

Tools

Datadog

Atlassian Confluence

Job description

Cohere Health in Boston, MA is seeking a Sr. Manager for L1 support to lead the client support team and own end-to-end processes from triage to resolution.

You will drive improvements in SLAs, workflows, and knowledge base development to ensure timely, high-quality client service. You will partner with Product, Engineering, and QA to resolve client-reported issues, communicate status effectively, and scale operations as the business grows.