Senior Manager of Client Experience Support

Cohere Health; United States; On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life & Disability Insurance

401(K) Retirement Plan with Employer</

Match Program

Job summary

Cohere Health is seeking a Sr. Manager for the L1 Client Support team in the United States. You will own end-to-end L1 support, triage tickets, coordinate with cross-functional partners, and drive improvements to SLAs and workflows.

You will lead a team of Client Support Associates, coach performance, manage the CTS board, and implement automation and knowledge base enhancements to improve client satisfaction and resolution times.

Qualifications

• 3-5 years of experience in client support, technical support operations, or customer experience in a healthcare technology or SaaS environment.
• Proven ability to drive operational process improvements or automation initiatives.
• Experience managing SLAs, escalation processes, and support workflows.

Responsibilities

• Lead and manage a team of Client Support Associates with coaching and performance oversight.
• Own the CTS board: ticket triage, assignment, SLA tracking, and escalation to L2/Product/Engineering.
• Drive process improvements to support operations, including automation and knowledge base development.
• Coordinate cross-functionally with Client Success, Product, Engineering, and QA teams to resolve client issues.
• Author and review client-facing communications for ticket responses and status updates.
• Monitor and report on support metrics: ticket volume, SLA adherence, TAT, and closure trends.

Skills

Team leadership

Prioritization

Cross-functional communication

SLA management

Tools

Jira

Confluence

Datadog

Okta

Job description

• We are looking for a Sr. Manager for our L1 support team. The L1 Support Manager will be responsible for managing and improving the client support processes for our support ticketing system
• This role owns the end-to-end L1 support function from ticket triage and resolution to client communication and process improvement ensuring service levels are met and client issues are resolved efficiently
• Lead and manage a team of Client Support Associates, providing coaching, performance oversight, and day-to-day operational direction
• Own the CTS (Client Technical Support) 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

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life & Disability Insurance
• Flexible Time Off & Holidays
• 401(K) Retirement Plan with Employer Match Program
• Wellness Coach App
• Parental Leave
• Learning & Development Opportunities

The ideal candidate will have experience in healthcare, basic understanding of healthcare regulations, and experience with understanding logsExperience in healthcare IT, prior authorization, or utilization management platforms is a plusStrong skills in team leadership, prioritization, and cross-functional communication3-5 years of experience in client support, technical support operations, or customer experience in a healthcare technology or SaaS environmentFamiliarity with Atlassian suite (Jira, Confluence), Datadog, or monitoring/alerting tools is a plusProficiency with identity and access management tools (Okta or equivalent)Demonstrated expertise in ticket management systems (Jira Service Desk, or similar)Ability to distill technical issues into clear, client-appropriate languageDemonstrated success in driving operational process improvements or automation initiatives is a plusExperience managing SLAs, escalation processes, and support workflowsExperience building or improving knowledge base systems for self-service support is a plus