Senior Client Experience & Support Lead

Cohere Health; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Cohere Health is seeking a Sr. Manager to lead the L1 support team, overseeing ticket triage, resolution, and client communications. You will own end-to-end support processes, ensuring SLAs are met and client issues are resolved efficiently.

The role requires healthcare IT experience, familiarity with Jira Service Desk and Okta, and a proven ability to drive process improvements, automation, and knowledge base enhancements across cross-functional teams.

Qualifications

• 3–5 years of experience in client support or healthcare technology in a SaaS environment.
• Experience with ticket management systems (Jira Service Desk, or similar).
• Proficiency with identity and access management tools (Okta or equivalent).
• Strong skills in team leadership, prioritization, and cross-functional communication.
• Experience managing SLAs, escalation processes, and support workflows.
• Experience in healthcare IT, prior authorization, or utilization management platforms is a plus.
• Familiarity with Atlassian suite (Jira, Confluence), Datadog, or monitoring/alerting tools is a plus.
• Experience building or improving knowledge base systems for self‑service support is a plus.

Responsibilities

• Lead and coach a team of Client Support Associates.
• Own the CTS board, including ticket triage, assignment, SLA tracking, and escalation to L2/Product/Engineering teams.
• Drive process improvements to support operations — including automation, standardized closure workflows, TAT risk alerting, and knowledge base development.
• Manage client access requests and user provisioning across platforms (Okta, Tableau, dashboard access, role assignments).
• Coordinate cross-functionally with Client Success, Product, Engineering, and QA teams to resolve client-reported issues and communicate resolution.
• Author and review client-facing communications for ticket responses, incident summaries, and status updates.
• Monitor and report on support metrics including ticket volume, SLA adherence, turnaround time, and closure trends.
• Continuously identify opportunities to improve the client support experience through tooling, automation, and documentation.

Skills

Team leadership

Ticket management

SLA management

Cross-functional communication

Healthcare IT knowledge

Knowledge base development

Automation awareness

Tools

Jira Service Desk

Okta

Jira/Confluence

Datadog

Job description

Cohere Health is seeking a Sr. Manager to lead the L1 support team, overseeing ticket triage, resolution, and client communications. You will own end-to-end support processes, ensuring SLAs are met and client issues are resolved efficiently.

The role requires healthcare IT experience, familiarity with Jira Service Desk and Okta, and a proven ability to drive process improvements, automation, and knowledge base enhancements across cross-functional teams.