Sr. Manager, Client Experience Support

Cohere Health; Boston (MA); On-site; USD 120,000 - 160,000; Full time

Job summary

Cohere Health in Boston, MA is seeking a Sr. Manager for L1 support to lead the client support team and own end-to-end processes from triage to resolution.

You will drive improvements in SLAs, workflows, and knowledge base development to ensure timely, high-quality client service. You will partner with Product, Engineering, and QA to resolve client-reported issues, communicate status effectively, and scale operations as the business grows.

Qualifications

• 3–5 years in client support or healthcare technology or SaaS.
• Experience with Jira Service Desk or similar ticketing system.
• Proficiency with identity and access management tools such as Okta.
• Strong leadership, prioritization and cross-functional communication.

Responsibilities

• Lead and manage a team of Client Support Associates with coaching and performance oversight.
• Own the CTS board: ticket triage, assignment, SLA tracking, escalation to L2/Product/Engineering.
• Drive process improvements: automation, standardized closures, knowledge base.
• Manage client access requests and user provisioning across platforms.
• Coordinate with Client Success, Product, Engineering, and QA to resolve issues.
• Draft and review client communications for responses and status updates.
• Monitor support metrics: ticket volume, SLA adherence, turnaround time, closures.
• Identify opportunities to improve client support experience through tooling and docs.

Skills

Team leadership

Jira Service Desk

Okta

Cross-functional communication

SLA management

Healthcare IT experience

Tools

Datadog

Atlassian Confluence

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. The ideal candidate will have experience in healthcare, basic understanding of healthcare regulations, and experience with understanding logs. 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.

What you’ll do:

• 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.

What you’ll need:

• 3–5 years of experience in client support, technical support operations, or customer experience in a healthcare technology or SaaS environment.
• Demonstrated expertise in 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.
• Ability to distill technical issues into clear, client-appropriate language.
• 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.