Senior Client Support Lead — CS Operations (Remote)

Smarterdx; United States; On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental & Vision

Paid Parental Leave

Remote-First Team

Unlimited PTO & 10 Holidays

401(k) with DT & Roth options

Minimal Bureaucracy

Incredible Teammates

Job summary

SmarterDx is seeking a Senior Client Support Analyst to lead the most complex client issues and enable operational excellence across the Support organization. You will partner with Engineering, Product, Integrations, Client Success, and Operations to resolve issues and improve processes.

The role emphasizes mentoring, documentation, and evidence-based recommendations, with a remote-first setup across the US and preferred alignment to Eastern or Central business hours.

Qualifications

• 7–10 years experience in technical support or client service roles.
• Experience leading complex investigations with ambiguity and multiple stakeholders.
• Must have strong experience in at least two of: troubleshooting, documentation, healthcare IT.
• Excellent written and verbal communication; able to lead client conversations.
• Ability to learn new technologies quickly and adapt processes.
• Experience with Jira, Zendesk or other ticketing systems.

Responsibilities

• Serve as the primary owner for the organization's most complex client issues, executive escalations, and technically challenging investigations.
• Independently investigate technical issues using product knowledge and available data to determine next steps.
• Distinguish between product defects, configuration issues, workflow misunderstandings, and data issues.
• Drive investigations across multiple teams while maintaining ownership of the client experience.
• Balance urgency with thorough investigation to keep issues moving forward.
• Escalate with well-defined findings and clear recommendations.

Skills

Communication

Leadership

Problem solving

Attention to detail

Ownership

Tools

Jira

Zendesk

Job description

SmarterDx is seeking a Senior Client Support Analyst to lead the most complex client issues and enable operational excellence across the Support organization. You will partner with Engineering, Product, Integrations, Client Success, and Operations to resolve issues and improve processes.

The role emphasizes mentoring, documentation, and evidence-based recommendations, with a remote-first setup across the US and preferred alignment to Eastern or Central business hours.