Support Operations Lead, Healthcare SaaS

O.R. TRAX; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

O.R. TRAX is a healthcare SaaS company seeking a Customer Support Team Lead in the United States. You will own the day-to-day operations of a small team serving pharma and device reps, run the floor, monitor queues in real time, and drive ticket-handling quality.

You will coach staff, manage escalations, and participate in product discussions while developing training and SOPs. This role prioritizes process-minded leadership and strong written communication.

Qualifications

• 3-5+ years in customer or technical support with team lead or shift lead experience.
• Process-minded, strong writer, and comfortable with real-time queue monitoring.
• Healthcare experience is a plus, but not required.

Responsibilities

• Own the day-to-day running of a small support team serving pharma and device reps.
• Monitor the queue in real time, build SOPs, and enforce best practices.
• Run the floor, build the playbook, and set the standard for ticket handling and quality.
• Coach the team, handle escalations, and jump on tickets when volume or coverage gaps arise.
• Own the toolset, represent support in product conversations, and build training.

Skills

Team leadership

Real-time queue monitoring

Strong writer

Process minded

Job description

O.R. TRAX is a healthcare SaaS company seeking a Customer Support Team Lead in the United States. You will own the day-to-day operations of a small team serving pharma and device reps, run the floor, monitor queues in real time, and drive ticket-handling quality.

You will coach staff, manage escalations, and participate in product discussions while developing training and SOPs. This role prioritizes process-minded leadership and strong written communication.