Senior Manager, AI Healthcare Support (Remote)

TEEMA Group; San Francisco (CA); Remote; USD 110,000 - 140,000; Full time

Job summary

TEEMA Group is seeking a hands-on Manager of Customer Support to lead a team of 8-10 Support Specialists and Engineers. The role partners with Product and Engineering to shift from reactive to proactive support and to improve how work gets done.

You will own triage, routing, and escalation, track key metrics, and drive customer satisfaction while building scalable playbooks for the team. This position is remote across USA/Canada with equity consideration.

Qualifications

• 3+ years directly managing a technical support team, including hiring and coaching.
• Experience leading post-go-live SaaS support with a customer-first mindset.
• Ownership of triage, routing and escalation with Engineering on complex issues.
• Track record of improving support processes with measurable results.
• Fluency in support metrics (case volume, resolution time, backlog, CSAT).
• Comfort with AI or automation in support workflows and explaining benefits.

Responsibilities

• Lead and develop a team of 8-10 Support Specialists and Engineers, with weekly 1:1s.
• Own day-to-day case triage, routing and escalation, partnering with Engineering on complex issues.
• Drive targets on case volume, resolution time, backlog, and customer satisfaction.
• Spot recurring issues and gaps, turning them into concrete recommendations for leadership.
• Build and evolve the team's playbook and processes over time.

Skills

Team leadership

Remote management

SaaS support experience

Coaching and performance

AI in support workflow

Job description

TEEMA Group is seeking a hands-on Manager of Customer Support to lead a team of 8-10 Support Specialists and Engineers. The role partners with Product and Engineering to shift from reactive to proactive support and to improve how work gets done.

You will own triage, routing, and escalation, track key metrics, and drive customer satisfaction while building scalable playbooks for the team. This position is remote across USA/Canada with equity consideration.