Senior Tech Support Manager — Lead Tier 2 Ops & CX

Rectanglehealth; City of White Plains (NY); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Medical Health Plans

PTO & Sick Days

Holidays Off

401(k) Matching

Life Insurance

Job summary

Rectangle Health is seeking a Senior Tech Support Manager in New York to lead a Tier 2 support team and drive outstanding customer outcomes. You will own SLA attainment, case quality, backlog management, and coaching to elevate technical expertise across product lines.

Collaborating with Engineering, Product, QA, and other teams, you’ll analyze trends, implement process improvements, and ensure scalable support delivery while maintaining a customer-centric mindset and strong performance culture.

Qualifications

• 5+ years in technical support, with >=2 years leading managers or teams in SaaS/healthcare/fintech.
• Experience with CRM platforms and support technologies.
• Strong written and verbal communication skills.
• Proven ability to coach using operational data and metrics.
• Experience across healthcare/payments/practice management tech.

Responsibilities

• Lead, coach, and develop a high-performing Tier 2 support team.
• Own SLA attainment, customer satisfaction, backlog health, and productivity.
• Analyze support trends and quality audits to drive improvements.
• Forecast workload, allocate resources, and plan hiring strategies.
• Collaborate with Product, Engineering, QA, and stakeholders to resolve issues.
• Improve support workflows and knowledge management processes.

Skills

Team leadership

SaaS support experience

Customer service analytics

Communication skills

Data-driven coaching

Education

Bachelor's degree or equivalent

Tools

Salesforce

TalkDesk

Knowledge management tools

Job description

Rectangle Health is seeking a Senior Tech Support Manager in New York to lead a Tier 2 support team and drive outstanding customer outcomes. You will own SLA attainment, case quality, backlog management, and coaching to elevate technical expertise across product lines.

Collaborating with Engineering, Product, QA, and other teams, you’ll analyze trends, implement process improvements, and ensure scalable support delivery while maintaining a customer-centric mindset and strong performance culture.