Technical Operations Lead - Healthtech Product

Lvgr Wellness; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

Lvgr Wellness is seeking a Tech Operations Lead to support and enhance our women's health and wellness platform. This role merges technical operations management with customer support, ensuring optimal user experience while maintaining product functionality. Ideal candidates will have a strong technical background, excellent communication skills, and experience in customer-facing positions, ideally within healthcare technology.

Qualifications

• Relevant experience combining technical operations with customer-facing roles.
• Strong technical background and excellent communication skills.
• Experience handling customer inquiries and troubleshooting.

Responsibilities

• Provide technical product support to users and troubleshoot issues.
• Serve as primary contact for customer inquiries via multiple channels.
• Manage user accounts and maintain product documentation.

Skills

Technical operations

Customer support

Problem-solving

Communication

Education

Experience in healthcare technology

Experience in customer success roles

Job description

Role Description

We are seeking a versatile Tech Operations Lead to serve as the comprehensive operational backbone of our women's health and wellness platform. This role uniquely combines technical operations management with customer-facing responsibilities, making you the bridge between our platform's technical capabilities and user experience. You'll be responsible for ensuring our platform operates flawlessly while directly supporting our platform users to achieve their goals.

Key Responsibilities

Product Support:

• Provide technical product support to users experiencing platform issues and troubleshoot user-reported problems
• Collaborate with product team to prioritize and resolve product bugs and feature requests
• Create and maintain user guides, FAQs, and troubleshooting documentation

Customer Support

• Serve as primary point of contact for customer inquiries via email, chat, and phone
• Provide technical guidance to users navigating product features
• Ensure timely resolution of customer concerns
• Track and analyze support metrics to identify common issues and improvement opportunities

Customer Relationship Management

• Build and maintain strong relationships with platform users
• Conduct regular check-ins with key users to ensure platform meets their needs
• Gather user feedback and translate insights into actionable product improvements
• Create personalized support experiences for users

Product Administration

• Manage user accounts, permissions, and access controls across the platform
• Configure and maintain product features and modules
• Coordinate product updates and communicate changes to users
• Maintain product documentation and admin procedures

Required Qualifications

• Relevant experience combining technical operations with customer-facing roles
• Strong technical background and Excellent communication skills with ability to explain technical concepts to non-technical users
• Experience in customer support or customer success roles
• Knowledge of healthcare compliance requirements is preferred
• Experience with user administration systems
• Strong problem-solving skills and ability to work independently

Preferred Qualifications

• Previous experience in healthcare technology or digital health platforms
• Background in startups or fast-growing technology companies
• Experience managing sensitive personal health information

Reporting Structure

Tech Ops Lead will be a founding team member. Working closely with the product development team, being the voice of our customers internally while serving as the technical expert externally.